Customer Service: Verbal Communication Techniques

Customer Services Verbal Communication Techniques

Most people are aware of the limitations of verbal communication. You only have to compare a telephone conversation with an in-person meeting to understand how different the two are. Nevertheless, this doesn’t mean that verbal communication alone cannot be incredibly powerful. It’s simply a case of acknowledging its limitations and working with them strategically. What’s removed from the equation in terms of physical presence can be compensated for in a multitude of ways. Which is precisely why many sales professionals are at their most persuasive when communicating by telephone. The better you understand verbal communication techniques, the more powerful and capable you become as a communicator.

This targeted tutorial has been designed for anyone with an interest in becoming a more advanced verbal communicator. Explore the key differences between in-person and telephone communication, including how the absence of body language has a significant impact on both message delivery and interpretation. Those working in telesales, customer service or similar capacities of any kind may find this introductory course particularly insightful.

Customer Services Verbal Communication Techniques

Objectives

Understand the characteristics of verbal communication

• Explore verbal communication techniques

Programme Content

Topics

• Role of Body Language over phone
• Verbal Communication Techniques
• The four E’s of an effective telephone voice
• A Service Image

Course Benefits

• Full Tutor Support
• Self paced, no fixed schedules
• Available to students anywhere in the world
• 24/7 Access to the LMS ( Learning Management System )
• Easy to understand quality e-learning study materials

Course Material

All course materials are included in the course price. All your study material will be available on our learning management system for which you will get access once you are enrolled. The material can be downloaded and printed as well.

Our distance learning course materials are specially written for home study and contain a wealth of knowledge in easy to understand language. We use variety of media to help you learn. Your course may use any of the following different media which you can use from home or where ever you choose to study:

• Online course materials
• Question papers
• Additional Supporting Material
• Useful Links

Course assessment

You will be continually assessed throughout the course. Your assignment will be marked by your tutor and independently moderated. The feedback on your assignment will then be sent to you. On receipt of this, you may wish to contact your tutor to discuss the feedback.

Tutor Support

When you enrol on a course with Brentwood Open Learning College you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college. He/she will assess your work and will provide you with regular feedback on your progress.

Customer Services Verbal Communication Techniques

• Customers support staff
• Any customer care workers pursuing CPD
• Business owners, managers and supervisors
• Team leaders and supervisors.
• Telesales workers and operators
• Candidates seeking to expand their career opportunities

Customer Services Verbal Communication Techniques

No prior knowledge is required to take this course.

*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).

Currently there are no Q&As for this course. Be the first to ask a question.