Talking to Customers

Customer service reps must know how to actually talk with customers. This course covers tone, brevity, asking questions, and more.

Introduction

• Introduction

1. The Fundamentals of Talking to Customers

• Tone matters
• Speak their language
• Positive attitude and personality
• Brevity over depth
• Focus on results

2. Adding Value and Avoiding Mishaps

• Stop talking and start listening
• Ask the right questions
• The power of body language
• Avoid conversation killers

3. Ending on a High Note

• Handling difficult conversations
• Following up

Conclusion

• Next steps