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Customer Management Basics

Course Description

Customer Management is perhaps the most crucial skill for a contact center agent to understand and develop. This course is designed to teach agents the fundamentals of effective customer management - asking questions, active listening, building rapport, vocal tone, and empathy.


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

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

Module 3: Building Rapport with Customers

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

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

Module 5: Expressing Empathy

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

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



2.5 hours


# 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:

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For purchases of 5+ students, please complete the bulk order form.

For purchases of 1-5 students: