This document outlines the agenda for a two-day workshop on customer service and communications. Day one will cover modules on communication, including effective listening techniques, prohibited phrases, questioning skills, and communication tools. Module three will discuss active listening and listening skills. Module four will cover the structure of telephone calls, including skills like answering, putting callers on hold, monogramming calls, and leaving a positive impression. The aim is to provide opportunities to practice excellent customer service and communications in various scenarios.

1. ABMB
CUSTOMER SERVICE
PROFESSIONAL
WITH

2. AIM OF THIS WORKSHOP
To provide delegates with a range of opportunities to practice
EXCELLENT CUSTOMER SERVICE & COMMUNICATIONS
in a variety of scenarios and job roles

3. OUTLINE DAY: 2
MODULE 3:
COMMUNICATION
MODULE 4:
THE TELEPHONE CALL STRUCTURE

4. Module 3: Communication
EFFECTIVE COMMUNICATION

5. Module 3: Communication
COMMUNICATION
TECHNIQUES
1. LISTEN BEFORE SPEAKING
3. REPEAT, RESOLVE AND REVIEW
2. CLEAR AND CONCISE
4. GOOD SERVICE NEEDS THE RIGHT TOOLS

6. ACTIVE LISTENING
# ACTIVITY: 3
Module 3: Communication

7. Module 3: Communication
“ I ______ KNOW ”
“ WE ______ DO THAT ”
“ YOU'LL _____ TO . . . ”
“ JUST A ________ ”
“ NO ”
5 PROHIBITED CATCHPHRASES

8. Module 3: Communication
LISTENING SKILLS
• Decide to Be a Better Listener
• Welcome the Caller
• Concentrate
• Keep an Open Mind
• Give Verbal Feedback that You’re Listening
• Take Notes/Review

9. Module 3: Communication
QUESTIONING TECHNIQUES
• Open-Ended Questions/Closed-Ended Questions
• Probing Questions
• Echo Questions
• Leading Questions
• The “And…” Technique
• Interpreting Disguised Responses

10. Module 4: The Telephone Call Structure
TELEPHONE SKILLS
(SLIDE 1 OF 2)
1. Answering a Business Call
2. Putting a Caller on Hold
3. Thanking the Caller for Holding
4. Monogramming the Call
5. Avoiding Excuses

11. TELEPHONE SKILLS
(SLIDE 2 OF 2)
6. Giving Spoken Feedback Signals
7. Being Prepared
8. Controlling the Conversation
9. Avoiding Mouth Noises
10.Leaving a Positive Last Impression
Module 4: The Telephone Call Structure

12. ABMB
END
BY