Essential Customer Service Communication Skills

Overview/Description
 It's not enough to believe in outstanding customer service--you have to deliver it. You have to exceed your customers' expectations, and to do that you have to get the right message across. You have to communicate customer service at every level. This course focuses on understanding your customers. What makes them different? Is it the way that they behave? How can you communicate effectively with different customers? You will begin to recognize the characteristics displayed by suspicious, submissive, and assertive customers, and how to communicate with them to deliver outstanding customer service. You will discover the most appropriate questioning techniques to use with financial services customers, and understand what customer body language is saying. You will also appreciate the importance of improving your listening skills, so that you hear what the customer is saying, not what you want to hear. You can't deliver outstanding customer service unless you can communicate it.

Target Audience
 Financial services representatives and customer service staff who have contact with external and internal customers

Expected Duration
4.5 hours

Lesson Objectives:

Communicating with Financial Services Customers

  • identify the value of using specific questioning techniques and improving listening skills when communicating with financial services customers.
  • identify open, probing, and emotional questioning techniques.
  • apply the appropriate questioning techniques in a given scenario.
  • select appropriate techniques to improve listening skills.
  • apply the techniques that demonstrate good listening skills.

    • Non-verbal Behavior--Silent Communication

  • Identify the value of interpreting non-verbal behavior.
  • respond appropriately to different facial expressions.
  • recognize appropriate techniques to match a customer's gestures.
  • apply the appropriate responses to deal with different customer communication systems and body language, in face-to-face situations.

    • Getting the Best from Your Customers

  • identify the value of recognizing different customer behavior.
  • recognize the influences that affect customer behavior.
  • apply appropriate techniques when communicating with submissive customers in a given scenario.
  • apply appropriate techniques when communicating with suspicious customers in a given scenario.
  • apply appropriate techniques when communicating with assertive customers in a given scenario.

    • Course Number: FS0253