Customer Management Basics

Course Outline

Module1: Asking Questions Effectively

• Identifying the 4 types of questions
• Guidelines for using each type of question
• Meeting goals during a call or contact
• Using questions to build relationships

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Module 2: Active Listening

• Common listening difficulties
• The benefits of good listening for customers, the agent, and the organization
• Communicating that you are listening while on the phone
• Active listening guidelines
• Tips to become a better listener

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Module 3: Building Rapport with Customers

• Defining rapport
• The importance of rapport during a contact
• Techniques for building rapport with customers

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Module 4: Using Your Voice

• Key characteristics of voice: volume, pitch, inflection, tone, and pace.
• Enunciation techniques
• The 5 factors that make speech indistinct
• Commonly mispronounced and misinterpreted words
• Guidelines for speaking clearly

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Module 5: Expressing Empathy

• Defining empathy
• Why empathy is important
• The 4 attributes of empathy
• Strategies for developing and communicating empathy
• Apologizing effectively

Who Should Attend

• Agents

What You Will Learn

• Techniques for avoiding escalations
• Understanding and managing stress
• Controlling the call
• Choosing your words
• Managing difficult customers

Pricing

Duration:

2.5 hours

Pricing:

# of Students	Price Per Student
1-4	$199
5-15	$169.15
16-29	$139.30
30-59	$119.40
60+	Custom Pricing

 

To purchase a course for 5+ students, please complete the form below:



If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.