Evans Consulting Group, marketing and call center consultants

	EVANS CONSULTING

	• Marketing

	• Planning

	• Implementation

	• About Us

	TELEPHONE DOCTOR® ATLANTA

	• Instructor Led Workshops

	• Open to the Public Workshop

	• Complete DVD Training Library

	• e-Learning Series

	• Discussion Catalyst® Series

	• Business Animations

	• Call Quality Evaluations

	CUSTOMER SERVICE 101

	• Mystery Shopping

	• Benchmarking

	• Customer Satisfaction Audits

	• Remote Monitoring

	• Call/Contact Center

»»	• Cust. Service Certification

	• Call Quality Evaluations

Houndsville Business Animations

FIVE-MODULE CERTIFICATION SERIES FOR CUSTOMER SERVICE SPECIALISTS

MODULE #3

EFFECTIVE COMMUNICATION AND LISTENING SKILLS

In this module participants learn and practice communications skills to
help them guide the customer through the conversation – uncovering the information needed through questioning skills to provide your representative with accurate information to fulfill the customers inquiry, request, etc - and make all conversations a positive experience for the customer.

Discussion Points:

Understanding the difference between hearing and listening.
How to become a good listener.
Understanding the power of questioning.
How to uncover hidden meanings.
How to identify and reflect personality styles of communication for results.

To learn more about our Customer Service Certification, please call us at (770) 772-7377 or email us. You'll be glad you did!

FREE PREVIEW

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SPECIALIZED
CONSULTING

"Evans Consulting Group specializes in two business disciplines. We are a customer service consulting firm and we also specialize in marketing strategy and planning services. We help companies improve customer relations and improve bottom line performance by designing and implementing call centers that are more responsive and less costly. Evans Consulting Group also can help you design and implement more effective marketing strategies, that will build your market share, and increase long-term profits.

- Evans Consulting Group