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This document outlines the agenda for a two-day workshop on customer service and communications. Day one will cover modules on communication, including effective listening techniques, prohibited phrases, questioning skills, and communication tools. Module three will discuss active listening and listening skills. Module four will cover the structure of telephone calls, including skills like answering, putting callers on hold, monogramming calls, and leaving a positive impression. The aim is to provide opportunities to practice excellent customer service and communications in various scenarios.
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- 2. AIM OF THIS WORKSHOP To provide delegates with a range of opportunities to practice EXCELLENT CUSTOMER SERVICE & COMMUNICATIONS in a variety of scenarios and job roles
- 3. OUTLINE DAY: 2 MODULE 3: COMMUNICATION MODULE 4: THE TELEPHONE CALL STRUCTURE
- 4. Module 3: Communication EFFECTIVE COMMUNICATION
- 5. Module 3: Communication COMMUNICATION TECHNIQUES 1. LISTEN BEFORE SPEAKING 3. REPEAT, RESOLVE AND REVIEW 2. CLEAR AND CONCISE 4. GOOD SERVICE NEEDS THE RIGHT TOOLS
- 6. ACTIVE LISTENING # ACTIVITY: 3 Module 3: Communication
- 7. Module 3: Communication “ I ______ KNOW ” “ WE ______ DO THAT ” “ YOU'LL _____ TO . . . ” “ JUST A ________ ” “ NO ” 5 PROHIBITED CATCHPHRASES
- 8. Module 3: Communication LISTENING SKILLS • Decide to Be a Better Listener • Welcome the Caller • Concentrate • Keep an Open Mind • Give Verbal Feedback that You’re Listening • Take Notes/Review
- 9. Module 3: Communication QUESTIONING TECHNIQUES • Open-Ended Questions/Closed-Ended Questions • Probing Questions • Echo Questions • Leading Questions • The “And…” Technique • Interpreting Disguised Responses
- 10. Module 4: The Telephone Call Structure TELEPHONE SKILLS (SLIDE 1 OF 2) 1. Answering a Business Call 2. Putting a Caller on Hold 3. Thanking the Caller for Holding 4. Monogramming the Call 5. Avoiding Excuses
- 11. TELEPHONE SKILLS (SLIDE 2 OF 2) 6. Giving Spoken Feedback Signals 7. Being Prepared 8. Controlling the Conversation 9. Avoiding Mouth Noises 10.Leaving a Positive Last Impression Module 4: The Telephone Call Structure
- 12. ABMB END BY