Effective Communication with Customers
November 5 - 6, 2008 Instructor: Margaret Newman Washington, DC $545 December 2 - 3, 2008 Instructor: Greta Davis Boston, MA $545 February 3 - 4, 2009 Instructor: Sharon Bock Las Vegas, NV $545 February 11 - 12, 2009 Instructor: Sharon Fountain Washington, DC $545 April 23 - 24, 2009 Instructor: Sharon Fountain Washington, DC $545 May 7 - 8, 2009 Kansas City, MO $545 May 27 - 28, 2009 Instructor: Claire Taylor San Francisco, CA $545 June 8 - 9, 2009 Instructor: Stefan Sanders Washington, DC $545 June 24 - 25, 2009 Atlanta, GA $545 July 13 - 14, 2009 Instructor: Gary Segers Portland, OR $545 July 21 - 22, 2009 Instructor: Deborah Loucks Washington, DC $545 August 10 - 11, 2009 Instructor: Deborah Deichman Philadelphia, PA $545 August 17 - 18, 2009 Instructor: Berri Wells Washington, DC $545 September 10 - 11, 2009 Instructor: Sharon Bock Long Beach, CA $545 September 14 - 15, 2009 Instructor: Robert Schout Dallas, TX $545
Overview:
Learn the basics of effective communication to help you deliver superior customer service by successfully interacting with internal and external customers. Learn to recognize and anticipate the needs of others, develop flexibility when handling requests and complaints, and spot and respond to important verbal and nonverbal messages.
This course is an elective for the Certificate of Accomplishment in Financial Management .
Professionals who want to successfully interact with their internal and external customers, become better team players and handle a variety of personalities at work.
Distance Education Option: Winning Customer Service via GS Connect (COMM7510A001) . View Course Selection Guides .
Syllabus -- Effective Communication with Customers, COMM8000D, Grad. School, USDA
Day one of two:
Introduction
Introductory remarks
Some thoughts on communication
Course expectations The Basics of Effective Communication
The components of effective communication
Nonverbal communication
Verbal communication
Barriers to effective communication Listening Techniques
Definition of effective listening
Benefits of effective listening and problems resulting from poor listening
Barriers to effective listening
Listening and quality service
Active listening and hearing without responding
Listening on the telephone Analyzing Communication Styles
Communication styles
How to deal with different communication styles
Day two of two:
External and Internal Customer Expectations
The customer
Customer expectations
Use your communication style to meet customers' expectations Communicating Successfully with the Customer
Dealing with customers
Dealing with angry customers
Ensuring customer satisfaction Personal and Professional Development
Personalizing effective communication
Keeping your confidence
Improving communication Summary - Putting It All Together
Course applications for customer service
Review of course objectives
