Customer Service : Verbal Communication Techniques
Customer Service : Verbal Communication Techniques | CPD Accredited | 10 CPD Points/Credits
CPD Courses
Summary
- Exam(s) / assessment(s) is included in price
- Tutor is available to students
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Overview
Customer Service Verbal Communication Techniques
For effective verbal or spoken communication, there are various factors that can't be completely separated from other essential interpersonal skills, such as non-verbal communication, listening abilities and clarification.
Remaining calm, ensuring clarity of speech, being polite, focused and attentive, and following some essential rules of manners and etiquette will all assist the verbal communication process.
Your communication skills will determine your chances of securing a deal - from your opening pitch to your concluding statements. Building up your vocal, questioning and conversational skills will enable you to develop a strong initial introduction by attaining trust and establishing credibility.
Effective communication and commanding problem-solving skills are the most essential requirements for customer service staff. Call centre representatives must be able to listen well and communicate effectively verbally. Communication becomes the most important factor for those managing clients’ inquiries and complaints.
This insightful unit focuses on verbal communication techniques and describes the four Es of an effective telephone voice and a service image.
You will discover the various characteristics of verbal communication and learn how to analyse the role of body language over the phone.
CPD
Course media
Description
Verbal Communication Techniques
Objectives
After completing this course learners will be able to:
- Understand the characteristics of verbal communication
- Explore verbal communication techniques
Program Content
Lesson(s)
Introduction to Verbal Communication Techniques
Topics
- Role of Body Language over the Phone
- Verbal Communication Techniques
- The four Es of an Effective Telephone Voice
- A Service Image
Requirements
This is a stand-alone course and it assumes no prior knowledge.
*Note: This is an independent unit not a complete course so does not equalize to a course. This will give you 10 CPD points to add on your CV. At the end of the unit, you can claim CPD Accredited unit by paying £35 accreditation fee and postal charges (£9 for UK students, £15 for outside UK).
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This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
