Verbal Communication


Customer Service Training
Quick Overview

The ability to communicate articulately and effectively to varying audiences is a key skill in all professions. This course will help you to develop or refine your verbal communication skills in the use of professional business language and information gathering techniques. This course is approximately 8 hours in length.

Course Code: COM101

Chapter 1: Information Gathering Techniques
Chapter 2: Questioning Techniques
Chapter 3: Speaking Style
Chapter 4: Summarization to Confirm AccuracyCourse Topics:
• Introduction to information gathering
• The purpose of the interview
• Introduction to questioning
• Types of questions
• Contact center practical tips for effective questioning
• Introduction to the voice
• Speaking characteristics
• Telephone voice
• Summarization introduction
• Steps to conversation summarization
• Summarizing technical instructions
Canada: $400 plus applicable taxes (per user)
USA & All Other Countries: $362 USD (per user)