Communicating the Resolution
Customer Focus
IC & Managers
45 MinsOverview
Effective communication is critical in customer service. This module provides you with the keys of communication that allow you to communicate the resolution in a way that the customer understands and create customer delight.
Topics
This module will cover the following topics:
1. Fundamentals of Communication
2. The 10 Keys of Communication
Objectives
In this module you will learn how to build this core competency professionally and convey the resolution of an issue more effectively and appropriately in a variety of customer service situations by:
• Bridging the intent-impact gap by making your message more impactful
• Identifying the elements of clear communication
• Making your message concise, concrete, and complete
• Simplifying sentences by using strong verbs and meaningful words, and avoiding corporate jargon
• Speaking in a conversational style and improving your vocal delivery
• Implementing strong and clear communication strategies that will help you improve your message, your delivery, and your effectiveness
Interested in this module?
You can avail of this module with the Professional Skills bouquet. It can be purchased as part of an Individual or Enterprise plan. Sign up for a demo now!
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