Customer relationships: practising active listening

To fulfil customer needs to be listened to.

Module objectives

By the end of this module, participants will be able to:

  • Make your first contact a success.

  • Overcome obstacles to listening.

  • Use techniques for improved listening.

Programme

The module programme:

  • Encouraging the expression of customer needs.
  • Asking the right questions.
  • Overcoming obstacles to mutual understanding.
  • Showing empathetic listening using the appropriate techniques.

Course duration

30 Minutes

 

Who should attend?

This module is aimed at:

 

Professionals in direct contact with customers.

Languages

This module is available in;

 

English, French, German, Portuguese, Italian, Spanish, Russian, Hungarian, Chinese.



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Testimonial

 

    "very enjoyable, the trainers are both very knowledgeable and approachable", "I have found myself using the management tools we were taught, even ones I didn't think I would use." These quotes are typical of the student feedback from BTEC courses supplied by Cegos. Student learning is the most important measure of training effectiveness and the results of these courses have been excellent, additionally I have been impressed by the way Cegos have provided an efficient, professional and fle...

 

31/03/2011
Workforce Development Manager

 

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