EFFECTIVE COMMUNICATION

Course Overview

1. Understand what good communication is.
2. Show listening and empathy to make customers feel heard.
3. Use clear, positive words and tone in calls, chats, and email.
4. Stay calm and professional when conversations get tough.
5. Focus on building real connections, not just fixing problems.

SUMMARY

• Listen fully and show empathy
• Use clear, positive words and tone
• Stay calm and professional when it's tough
• Focus on connection, not just resolution

Customer Service Excellence Learning Objectives

1. Recognize who our customers are and the emotions behind why they reach out.
2. Apply active listening, empathy, and effective questioning to build authentic connections.
3. Demonstrate excellence using the be GREAT + take PRIDE principles across all brands and channels.
4. Respond to different customer needs including angry, impatient, or confused with calm, care, and solutions.
5. Create moments that matter by turning everyday interactions into trust, loyalty, and lasting relationships.

SUMMARY

*Know your customer - see the person, not the transaction *Be GREAT. Take PRIDE. Create trust *First 30 Seconds = Lasting Impression *Listen. Paraphrase. Empathize. *Stay Calm. Solve With Care. *Ask. Clarify. Resolve

ORDER NUMBER 352359614