Customer Service 101: 14 Keys To Active Listening And 7 Habits To Avoid

with
Jeannie Davis
Live Session
From $79.00
  • January 14, 2022, 3:00 pm   EST
Training Includes:
  • 1.0 HRCI, 1.0 SHRM
  • Certificate of Attendance
  • All resources and training materials
  • An on-demand recording will be available after the live presentation.

Nationally recognized communication authority Jeannie Davis will share techniques to help you better hear customers’ messages and to help them pay attention to what you are saying. You will learn how to avoid miscommunications and ensure customers feel heard.

Key Learnings

  • What 14 powerful techniques can help you listen actively?
  • How can you listen for ideas and not just words?
  • How can reflective phrases help?
  • What will overtones reveal?
  • What barriers to active listening should you avoid?
  • How can you encourage customers to listen?
When:
Friday, January 14, 2022; 3:00 PM Eastern
Scheduled for 60 minutes including question and answer period.

Training Overview

14 Keys To Active Listening And 7 Habits To Avoid. Discover how to connect with customers.

Organizations lose millions of dollars every year because of miscommunications resulting from the failure to listen to and understand customers’ needs. Improving your listening skills is essential to provide high-quality customer service.

Distractions can break your concentration. Instead of listening to what’s being said, you may be already listening to what you are going to say. Active listening can help you avoid this pitfall and focus 100% of your attention on hearing the message.

  • What 14 powerful techniques can help you listen actively?
  • How can you listen for ideas and not just words?
  • How can reflective phrases help?
  • What will overtones reveal?
  • What barriers to active listening should you avoid?
  • How can you encourage customers to listen?

Who Should Attend?

  • Business owners
  • Clinical staff
  • Operations managers
  • Contract managers
  • Contract administrators
  • Supplier relationship managers
  • Procurement managers
  • Employee relations staff
  • Division supervisors
  • Supervisors
  • Executive directors
  • Senior management
  • Managers
  • Development staff
  • Program directors
  • Community engagement professionals
  • Customer service representatives
  • Call center employees
  • Anyone interested in customer service

Expert Presenter

Jeannie Davis 

  • President of Now Hear This, a communications training company located in Aurora, Colorado
  • Influential speaker and trainer
  • Award-winning author of Beyond Hello, A Practical Guide For Excellent Telephone Communication and Quality Customer Service
  • Contributing author in Real World Customer Service Strategies That Work
  • Active 26-year member of the National Speakers Association (NSA)
  • Chairperson for the Aurora Commission for Older Adults (OCFOA)
  • Secretary of the Board of Directors for Open Door Youth Gang Alternatives

Credits

  • This program has been approved for 1.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
  • This program is valid for 1.0 PDCs for the SHRM-CP or SHRM-SCP.

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