Customer Service and Communication Skills

World Language Lab (India) Pvt. Ltd.
Banglore, Karnataka, India

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Understanding the customer, appreciating customer value, according him/her the rightful place and the correct treatment of customers are just a few of the topics that are interspersed with case studies and are creatively presented to trainees. Call recordings of simulated situations are played back to trainees and are supporting factors for reviews and feedback. They provide motivation for higher levels of progress.

Evaluation Parameters for English

Ø Fluency

Ø Coherence

Ø Grammar

Ø Comprehension

Ø Listening

Ø Level Of Comfort



Customer Service and Communication Skills

Ø Opening Comment

Ø Listening Attentively

Ø Appropriate Responses

Ø Voice and Volume

Ø Speech Clarity and Courtesy

Ø Empathy

Ø Gaining Customer Confidence

Ø Call Control

Ø Closing Comments

Ø Appropriate Ownership

Ø Understanding Customers Issues

Ø Clear Communication



Accent Training and Phonetics

Ø Mother Tongue Influence

Ø Mispronounced Words

Ø Level Of Confidence

Ø Level Of Warmth

Ø Voice Modulation

Ø Pace

Ø Accent Comprehension


Each evaluation generates a Qualitative Report which includes the following:

Ø Trainer comments for each module

Ø A record of one-on-one feedback sessions

Ø The suggested action plan

...''

Phone:91-80-41638972 / 41638973 / 41638974 / 41638975

School Address:

# 1057, Banasawadi Main Road. Banasawadi, Bangalore ‿India.

Jobs & Resumes: Banglore
Houses & Roommates: Banglore

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