CUSTOMER COMMUNICATION
Course Number: 404
Course Objective:The student will learn the basic aspects of effective communication with customers both internal and external. This course will assist in developing skills that will make customers feel more appreciated and wanted, increase sales and decrease customer complaints.
Prerequisite: None
Duration of Course: 8 hours
Course Description: Dealing with conflict, communication styles, how to evaluate whether communication actually happened when it was expected to, are topics addressed in this highly interactive workshop style presentation. Topics addressed include:
· Who is the customer?
· Customer perceptions
· Identifying customer requirements
· Meeting customer requirements
· Requirements not stated by the customer but necessary for intended
use of products or services
· Defining product or service requirements
· Determining product or service information
· Enquires, contracts or other handling
· Customer feedback
· Customer Complaints
This course provides instruction on communication skills in
the workplace. Students will participate in activities to learn effective
interpersonal communication techniques and to evaluate how effective the communication
was in situations presented to the class. Students will then draft a procedure
that covers customer related processes including customer communication and
complaint handling,
 |
||
| |
| |||||||||||||||||||||||||
