Call Centre Communications and Customer Service CLCR 2205

At the end of this course, the student should be able to:

• Apply effective communication skills.
• Describe the process of effective communication.
• List common barriers faced in telephone conversations.
• Describe the essential elements of active listening.
• Identify open and closed questions.
• Apply active-listening techniques during role plays.
• Explain how the five variables of a speaker's voice affect verbal conversation.
• Apply voice techniques to convey confidence.
• Apply communication skills in writing.
• Use appropriate etiquette in email and chat.
• Apply appropriate customer service skills and techniques.
• Identify practices that lead to improved customer satisfaction.
• Describe ways to build and maintain relationships with customers.
• Demonstrate an understanding of the lifetime value of a customer.
• Recognize differences in communication styles, use techniques to match customer communication styles.
• Use techniques to elicit and clarify the customer's needs.
• Use problem-solving techniques and creative-thinking skills to find solutions to problems.
• Describe the flow of a typical call.
• Identify the skills needed at each stage of the call flow.
• Demonstrate methods to handle difficult situations.
• Demonstrate effective multi tasking in the call centre environment.

Effective as of Fall 2003