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Customer-Oriented Communication
Welcome
About this course
PART 1: Talking to Customers on the Phone
1. What is Customer Centricity? (1:40)
2. What customers really want (5:02)
3. The impact of communication
4. Use of voice (5:40)
5. The structure of a phone call (3:30)
6. Listening and asking questions (4:58)
7. Bringing a positive message (7:40)
8. Closing the call
9. Forwarding a call
10. Outgoing telephone calls
11. Leaving a voice mail message
Time for a Test
PART 2: Handling Difficult Conversations
12. A complaint is an opportunity (6:38)
13. Dealing with complaints step by step (8:01)
14. Types of difficult customers
Time for a Test
PART 3: Communication Techniques
15. Bringing a difficult message (2:00)
16. Dealing with emotions (6:59)
17. Standing your ground (2:20)
18. Assertive Communication (5:29)
19. Conclusion (0:48)
Time for a Test
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12. A complaint is an opportunity
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