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Entelechy uses a proven process to tailor performance
solutions to meet each client's unique needs.
Our High Performance Customer Service (HPCS) modules are very flexible and
can be customized, organized and delivered to achieve the desired results in your organization.
Contact us to discuss your customer service performance requirements.
Enhancing Customer Courtesy Skills
Overview
Some skills help elevate your customer relationship to the next level; others are prerequisites — they’re simply tickets into the big game! Acting in a professional, predictable, and respectful manner is not just good sense, it’s a business requirement. However, bad habits are hard to break and even the best of us need a refresher from time to time.
This module presents the basics of call flow and communication skills.
Performance Outcomes
As a result of participating in Enhancing Customer Courtesy Skills, you should be able to:
- Use the Call Flow as a tool to guide customer-focused interactions.
- Identify the steps of the Call Flow.
- Apply professionalism and effective communication skills throughout the customer interaction.
- Recognize the effects that word choices, tone, and attitude have on the total customer experience.
Activities
Activities include Call Flow discussion, professionalism discussion and demonstration, Choosing Words! exercise, How Do I Sound exercise, and Skills Spotlights.
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