OS-CUS-1003 Communicating Effectively with Customers

Course Description

Whether you are interacting with internal or external customers, effective communication is vital. Effective communication makes it possible to understand your customers' needs.

By the end of this module, you will be able to

• Understand the importance of choosing positive words to communicate
• Define trigger phrases
• List common communication pitfalls
• Describe different forms of communication
• List advantages and disadvantages of different forms of communication
• Explain the processes for answering telephone calls, putting someone on hold, and transferring calls
• Describe how to write email messages that produce results

Estimated completion time (hours): 2.0