This three-hour program is designed to enhance staff skill in controlling calls- especially when callers are difficult, while continuing to deliver high quality customer service. The basic communication skills of clarifying requests, confirming your understanding and reflective listening are discussed and practiced. Among the topics to be covered are: types of difficult callers, good listening skills, summarizing requests, dealing with emotions, and terminating calls professionally. The day will end with some quick stress management techniques for maintaining composure in a challenging work environment.
C626 (Reference id: 622588)
Current class status:
Melanie, Jensen L
(You will be contacted if an opening is available)