Customer Service
Public Facing Communication Either Face to Face Or On The Telephone

What you will learn :
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Have strategies for diffusing difficult or emotionally charged situations
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Know how to make the other person feel heard, through good listening technique
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Understand different communication styles, which creates a fuller understanding of people and dynamics
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Know how to work towards a positive outcome when resolving conflict and engender respect and cooperation
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Know how to remain calm and manage your own stress levels in order to think on the spot
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Be able to express yourself sensitively and diplomatically
