Some skills help elevate your customer relationship to the next level; others are prerequisites — they’re simply tickets into the big game! Acting in a professional, predictable, and respectful manner is not just good sense, it’s a business requirement. However, bad habits are hard to break and even the best of us need a refresher from time to time.
This module presents the basics of call flow and communication skills.
As a result of participating in Enhancing Customer Courtesy Skills, you should be able to:
- Use the Call Flow as a tool to guide customer-focused interactions.
- Identify the steps of the Call Flow.
- Apply professionalism and effective communication skills throughout the customer interaction.
- Recognize the effects that word choices, tone, and attitude have on the total customer experience.
Activities include Call Flow discussion, professionalism discussion and demonstration, Choosing Words! exercise, How Do I Sound exercise, and Skills Spotlights.