Oral Communication and Customer Service

Description

Develop essential oral communication skills relevant to customer service: communication techniques for front-end activities; receipt and forwarding of internal and external communications.

Objectifs

• Apply good oral communication techniques
  • Demonstrate active listening, with enthusiasm and objectivity
  • Present information and facts logically, making proper sentences, using suitable vocabulary
  • Communicate honestly, respectfully, and sensitively
  • Check understanding of the message conveyed by others
  • Ask for comments on what was said
  • Maintain an ongoing, open, and coherent dialogue with others
  • Demonstrate ongoing concern for the quality of oral expression
• Adapt information to the context and recipient
  • Adapt communications to various audiences
  • Understand non-verbal messages from various audiences to assess when and how to modify the planned method of communication
  • Understand the needs, motivations, emotions, and concerns of others
• Apply appropriate techniques to front-end situations
  • Use polite forms and appropriate forms of introduction
  • Ask relevant questions about the purpose of the call
  • Introduce the client appropriately to the person requested
  • Adapt the level of language to the client
• Ensure receipt and forwarding of internal and external calls
  • Apply telephone protocol rigorously
  • Interpret the speaker’s comments correctly
  • Formulate clear, relevant responses and requests
  • Use appropriate polite expressions
  • Adapt the level of language to the speaker
  • Prepare an appropriate voice mail message to be recorded
  • Transcribe a telephone message accurately
• Convey information and instructions
  • Organize information and instructions to be passed on as appropriate
  • Convey relevant information and instructions clearly and efficiently
  • Gather questions and comments
  • Send relevant responses to various requests
  • Apply an effective method of checking understanding of people who have been informed
  • Adapt the level of language to the people concerned
• Apply complaint management techniques
  • Use listening techniques appropriately
  • Interpret the complaint correctly
  • Put together clear, coherent, and relevant explanations, objections, and arguments
  • Create an acceptable solution
  • Use objective, empathetic, respectful, polite, courteous language
  • Use correct turns of phrase
  • Use appropriate vocabulary
  • Adapt the level of language to the speaker