Failing to realize the importance of customer service and effective communication can lead to increasingly dissatisfied customers. This course provides valuable advice on how to improve your interactions with customers, including how to overcome barriers to communication as well as how to speak effectively, use vocal cues, and listen actively and use paraphrasing to convey your understanding of the customer's needs.
Speaking and Listening to Customers
classify examples of communication as formal or informal
identify methods to overcome barriers to effective communication
recognize the skills required for effective speaking
match positive and negative vocal cues with examples
identify the factors that contribute to effective listening
match the mirroring behaviors involved in active listening to their characteristics
identify the benefits of using paraphrasing techniques
use verbal communication skills effectively in a customer support environment
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.