Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
An advantage of classroom training, whether traditional or the synchronous form of blended learning, is that participants can discuss best-practices with each other and build a solid team foundation.
A main advantage of e-learning is that participants can be scheduled for training in a staggered fashion to allow for job coverage.
Participants can work at their own pace and take whatever time is needed in order to develop a thorough understanding of the content.
Good listening skills and questioning techniques can shorten the interaction time with customers.