Ch 1: Customer Service & Communication Skills

About This Chapter

There is perhaps no greater assessment of a company and no better assurance of a company's success than customer service personnel with strong communication skills. Use this chapter to educate your customer service staff on the importance of possessing effective communication skills.

Communication Skills in Customer Service - Chapter Summary

In this chapter, your employees can review communication methods designed to help them interact with various types of customers. They will learn ways to talk with customers of diverse cultural backgrounds and behavior styles and understand why communication is so crucial to their positions. By using this professional development tool, your employees will learn more about:

  • The importance of communications to both external and internal customer service
  • Effective face-to-face customer service methods
  • How to handle angry, aggressive and other types of customers
  • How to adjust communications to provide service to culturally diverse customers

Video and text formats can be accessed at all times, from any device, so you'll find it simple to schedule training sessions that work for you and your employees. Measure what your customer service staff has learned by having them take lesson-specific assessment quizzes.

How It Helps

  • Improves face-to-face customer service: Shows your employees how to communicate with customers in face-to-face situations, such as those seen in retail settings.
  • Enhances communication skills: Helps your employees understand why communication is vital to their profession and emphasizes how they should apply communication methods.
  • Prepares customer service staff to work with diverse customers: Describes effective communication methods your employees can use with a broad customer base.

Skills Covered

By the end of this chapter, your customer service employees will be able to:

  • Realize the impact of both good and poor communication habits in the customer service field
  • Implement strong face-to-face customer service skills
  • Apply appropriate responses to customers with various behavioral issues
  • Use effective communication methods that take into account demographics and a customer's culture

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
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Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
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Other Chapters

Other chapters within the How to Provide Excellent Customer Service in Retail course