Description

Course Outline

• Choosing to have the conversation
• Toolkit for successful conversations
• Choosing the time and place
• Framework for different conversations
• Conversation template
• Staying safe
• Roleplay practice

 

Learning Objectives

At the end of this training program, participants would be able to:

• Define their framework reference,
• Establish a positive intent and the desired outcome
• Know how to draft a script for a difficult conversation; and
• Use specific steps to carry out a difficult conversation.

Who Should Attend

Call Centre Agents,

Customer Service Executives and

All who interact with Customers