In this age of technology and global commerce, the way we communicate with our clients can set us apart from the competition. As a front-line communicator, HOW you respond to your customers is a reflection of you and the organization.
Some companies have changed the title of their customer service representatives from CSR to First Impression. This can help us remember the value of our communication with our customers.
TELEPHONE COMMUNICATION:
This course will discuss why we may choose a certain channel of communication for making an impact through the use of empowering statements. We know that how we give and receive our communication is just as important as the message itself.
The goals of this workshop include:
Recognize the influence of our conversations in what and how we are saying to them
Be able to choose the correct channel of communication based on customer preference and need
How to ask questions to check for clarity and understanding
Throughout the training you will discover:
The Communication Process
Levels of Listening
Choosing a Channel
Effective Email Communication
Asking questions
Evaluative vs Descriptive Communication
Expressing our wants, feelings, thoughts and opinions clearly and effectively
Listening to and understanding what others communicate to us
Learning Objectives:
Develop strategies for effective communication through understanding your role as both a receiver and sender
Define your role as a front-line communicator
Learn strategies for increasing your listening effectiveness
Recognize how to match your channel of communication to the message
Discern between empowering and disempowering statements
To find out more or to register for a session contact events@mcca.mb.ca.
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