• Be aware of specific standards that are expected within each and every phone call, email communication and customer interaction, and how to achieve that standard.
• Learn how to productively resolve conflict using words and phrases that produce positivity and promote progress.
• Learn techniques to develop customer rapport and conversation control from the beginning.
• Guide a phone conversation or email communication from the start and stay in control, while ensuring that the customer's needs are not only met but exceeded.
• Learn purposeful use of communication tools: word choice, voice tone, body language and proper email etiquette.
• Deliver a difficult message and move conversations forward productively while keeping the customer’s receptivity and engagement intact.
  
  

• Handling difficult customers
• Customer etiquette
• Positive communication
• Personal responsibility/ownership mentality
  
  

Cooperative Career Essentials Program

Credits