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14. Communication skills and techniques
Course 14. Communication skills and techniques.
Developing communication skills and techniques helps to ensure that customer communication and relationships are strong, effective, needs based and effective.
Communication skills and techniques
- By Skills FX
- Published Tuesday 1st 2008
- 14. Communication skills and techniques
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A customer service and relationship skills training course
During this course a review of the purpose of communication occurs and the benefits and drawbacks of the telephone compared with face to face communication are explored. The impact of tone, pace, speed, inflection and words when using the telephone are identified. The skills required to be effective on the telephone are then explored. The ©POSITIVE IMPACT model for effective telephone communication is introduced, best practice during each stage is discussed and the benefits of adopting each approach are discussed.
This section of the course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
