Language: English
Description: Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for customer service providers, because the customer’s decision to purchase a good or product is as much an emotional decision as it is a rational one. Customer service workers who learn how to be effective listeners are better able to meet the needs of their customers and are much more likely to deliver exceptional customer service. To deliver exceptional customer service, companies and customer service providers must first seek to understand what customers want and need by listening to them. This course, offered by our accredited school partners, discusses how to develop customer-focused listening skills. Enroll through one of our accredited university or college partners today!
Instructor Description: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment. Requirements
Internet Access
Broadband or high-speed internet access is required. Broadband includes DSL, cable, and wireless connections.
Dial-Up internet connections will result in a diminished online experience. Moodle pages may load slowly and viewing large audio and video files may not be possible.
Hardware
Windows hardware configurations and processors are acceptable
Mac computers MUST have Microsoft Window Operating Systems over Bootcamp (Bootcamp is a free download from Apple''s website)
1 GB RAM minimum recommended
Operating Systems
Windows XP, Vista or 7 and Mac OS X 10 or higher with Windows
Web Browsers
Google Chrome is highly recommended
Internet Explorer is not recommended as it may not display certain menus and links
Cookies MUST be enabled
Pop-ups MUST be allowed (Pop-up Blocker disabled)
Kindle Reader App is needed for many courses (No special equipment needed. This can be downloaded onto your computer.)
Adobe PDF Reader
Media Plug-ins (These may be required depending on your course media.)
Adobe Flash Player (Required for many courses.)
Adobe Acrobat Reader, Apple Quicktime, Windows Media Player, &/or Real Player
PowerPoint Viewer (Use this if you don''t have PowerPoint)
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Lesson 1
Module 1 - Professional Communication Skills:
• Continual Service Improvement (CSI)
• Customer Management
• Active Listening
• Relationship Building
• Customer Competency Assessment
• Conflict and Negotiation Management
• Documentation Processes
• Problem Solving
• Escalation
• Professional Communication Skills 10-question Graded Assessment
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