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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.
Communicating Effectively
Overview
How do you make sure that the customers are receptive to us? Approach each interaction with the right mindset AND with a strong set of communication skills — presence, listening, questioning, relating, and checkbacks.
Customers expect to be heard. Customers expect to be dealing with a competent, knowledgeable rep. Customers expect you to be accurate. Convey empathy and competence, build trust, and close the call with excellent communication skills.
Performance Outcomes
As a result of participating in Communicating Effectively, you should be able to:
- Communicate with presence.
- Use questioning, listening, and relating skills to build the relationship and make the sale.
- Use checkbacks to ensure accuracy and agreement.
- Apply communication techniques while maintaining a customer-focused mindset.
Activities
Activities include discussion of the six key communication skills, Personal Skills Self Assessment, Listening Quiz, Mumbo Jumbo, and skills applications of each communication skill.
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