Short Description: Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for customer service providers, because the customer’s decision to purchase a good or product is as much an emotional decision as it is a rational one. Customer service workers who learn how to be effective listeners are better able to meet the needs of their customers and are much more likely to deliver exceptional customer service. To deliver exceptional customer service, companies and customer service providers must first seek to understand what customers want and need by listening to them. This course discusses how to develop customer-focused listening skills.
Instructor Description: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.