Training Objective:
o To develop communication skills in order to work effectively with your Customers/Clients by:
▪ Recognizing the importance of proper Grooming and following recommendations
▪ Understanding the process of communication and improving listening & speaking skills
▪ Knowing Telephone etiquette and implementing Scripts for your telecalls
o To create a lasting impression with a good image of oneself in the minds of Customers/Clients, and therefore make the relationship strong and long!
• Course content:
The entire course is divided into lessons and the following are the main topics discussed –
o Introduction – Background of Man and Society, Perception vs Reality, Definitions – Customer & Communication, Benefits of good customer communication
o Grooming – Importance of good physical appearance, Professional look, dressing for success, making great first impressions, Power stance, Social etiquette while dealing with customer
o Communication – Need for Communication, Customer impact of poor listening and speaking, Communication – methods, process, equation and information richness, Interferences to effective Communication
o Active listening and speaking skills – Hearing vs Listening, Passive vs Active listening, How to listen actively, Components of speaking skills, Asking Open and Closed-ended questions, Non-verbal skills and examples
o Telephone etiquette – Flow of general telecall with the customer, scripts with hints for telecalls with customer
o Summary – Synopsis of course with highlights of communication and telephone etiquette • Target audience:
This course is advocated for those who are –
o Interfacing with the customer as a part of their employment o Interested in a Sales or Marketing career, e.g. Students or Working Professionals
o Looking to improve their communication skills
• Training methodologies:
o PowerPoint Presentation, with Audio & Video
o Demonstrations and explanations with real-life examples and sharing of experience
• Language of delivery: English + Hindi
• Duration of course: 2 hours
• Evaluation of Training:
o Final Quiz: Passing Grade is 60%
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