Course Overview

This course is a basic training on the fundamentals of customer service. It is targeted to all employees and should be one of the first courses to be attended. Much of the material is linked to the required behaviors dictated in a typical mystery shopper report, feedback from Managers, and general observations.

Learning Objectives

At the end of this workshop, participants will be able to:
• Define what effective communication is and explain why it is important
• Describe 5 elements in the process of effective communication
• Explain what are the barriers to an effective communication and how to overcome them in your workplace
• Explain what can be done to enhance active listening
• Explain what is Transactional analysis and how this theory will help us
• Explain how the ability to read body language can help us to communicate more effectively