The Active Listening E-learning module focuses on the listening skills needed to fully engage with customers, noticing both verbal and non-verbal communication to gain a clear and comprehensive understanding of their needs, desires and motivations.
The Customer Service Rep who asks thoughtful questions and listens actively is able to gain a true, deep understanding of the customer’s needs and issues. Active listening allows the CSR to probe ever deeper into the customers’ needs because the questions build upon each other as more information is revealed.
With this program participants learn to:
Each lesson is 15-25 minutes in length and presents many "how to" examples of each skill. The pace is fast enough to keep the learner engaged, and the content is practical, so at the end of each daily lesson new practices have been introduced that can be applied on the job immediately.The daily lessons also reinforce skills introduced during previous lessons, so by the time an individual has completed the entire course module, he or she has had repeated exposure to the most critical skills, many examples of the skills in action, and many opportunities to apply these skills on the job.
Individuals have access to this program through Frontline Learning's online training system for a full year, giving them ample opportunity to complete the lessons and review as often as they need to.
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