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
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