600 Maryland Avenue, S.W.,
Washington, DC 20024-2520

customersupport@graduateschool.edu

EMAIL NOW!


Or find a course by:


Effective Communication with Customers

Home / Course Details

Legend
  • ORegistration open
  • FClass full
  • GGuaranteed to Go
  • RRemote Classroom
Multiple Registrations?
Session Schedule Location Tuition Status
Feb 12 - Feb 13, 2018
08:30 - 16:00 , Mon-Tue
Washington , DC $649 O
Apr 17 - Apr 18, 2018
08:30 - 16:00 , Tue-Wed
Washington , DC $649 O
Jun 12 - Jun 13, 2018
08:30 - 16:00 , Tue-Wed
Washington , DC $649 O
Aug 13 - Aug 14, 2018
08:30 - 16:00 , Mon-Tue
Washington , DC $649 O
Oct 29 - Oct 30, 2018
08:30 - 16:00 , Mon-Tue
Washington , DC $649 O
Dec 12 - Dec 13, 2018
08:30 - 16:00 , Wed-Thu
Washington , DC $649 O
Displaying of 6 sessions Show All Show Less

Course overview

Develop superior customer service by learning the basics of effective communication to successfully interact with internal and external customers. Become adept at recognizing and anticipating the needs of others; being flexible when handling requests and complaints; and spotting and responding to important verbal and nonverbal messages.

Who should attend?

All those who want to successfully interact with their internal and external customers, become better team players and handle a variety of personalities at work.

Learning outcomes

  • Understand the relationship between effective communication and quality service
  • Know the elements necessary for effective communication with customers
  • Use knowledge of listening, verbal and nonverbal cues, and communications styles to provide quality service
  • Practice and apply communication tools and techniques for handling requests, problems and complaints effectively to the satisfaction of the customer

Course outline

Syllabus -- Effective Communication with Customers, COMM8000D, Grad. School, USDA

Day one of two:

  • Introduction
    • Introductory remarks
    • Some thoughts on communication
    • Course expectations

  • The Basics of Effective Communication
    • The components of effective communication
    • Nonverbal communication
    • Verbal communication
    • Barriers to effective communication

  • Listening Techniques
    • Definition of effective listening
    • Benefits of effective listening and problems resulting from poor listening
    • Barriers to effective listening
    • Listening and quality service
    • Active listening and hearing without responding
    • Listening on the telephone

  • Analyzing Communication Styles
    • Communication styles
    • How to deal with different communication styles

Day two of two:

  • External and Internal Customer Expectations
    • The customer
    • Customer expectations
    • Use your communication style to meet customers' expectations

  • Communicating Successfully with the Customer
    • Dealing with customers
    • Dealing with angry customers
    • Ensuring customer satisfaction

  • Personal and Professional Development
    • Personalizing effective communication
    • Keeping your confidence
    • Improving communication

  • Summary - Putting It All Together
    • Course applications for customer service
    • Review of course objectives

Chat Now
Chat