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COM 126 - Effective Telephone Skills: Effective Listening
Course Description
Providing exceptional customer service is a collaborative, give and take process requiring effective listening skills. In this course, we'll explore the simple steps you can take to improve your listening skills and the positive impact this can have on your interactions with your callers. 
Course Objectives
After completing this course, you will be able to:
  • Understand the importance of committing to being a better listener.
  • Provide your customers with the courtesy and attention they deserve.
  • Understand listening as a collaborative process.
  • Identify and document critical details from your conversations.
Chapters and Pages
 
- Introduction
- What Is Listening?
- Making a Conscious Effort
- Making a Conscious Effort (Cont'd)
- Starting the Conversation
- Starting the Conversation (Cont'd)
- Focus On the Caller
- Focus On the Caller (Cont'd)
- Be Patient and Considerate
- Be Patient and Considerate (B)
- Be Patient and Considerate (C)
- Be Patient and Considerate (D)
- Make Your Presence Known
- Make Your Presence Known (B)
- Make Your Presence Known (C)
- The Importance of Notes
- Review
- Let's See What You've Learned!

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