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CPE Course Catalog

Course Details

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CPE Course Catalog

The Graduate Center
1160 McDermott Drive
West Chester PA, 19380


Email cpe@wcupa.edu
Phone: 610-425-7435

Customer Service Communications

Customer Service Communications

Duration: Full-day

Accreditations: 8 CPEs | 7 PDCs | 7 PDUs

Course Description: This course provides the technical consultant with the critical communication skills necessary to succeed in the current customer-driven business environment. Each of the communication topics address key skill areas and provide a solid foundation for effective customer communication and service. Techniques introduced, such as clarifying questioning and paraphrasing, help the listener elicit the true meaning of the message sent and eliminate confusion or misinterpretations. The workshop combines facilitator instruction with interactive activities to include customized role-plays, group discussion, self-assessments, individual and group exercises.

Audience: Customer facing personnel at all levels. Optimum class size 8-20.

Course Overview:

Prior to class, attendees will complete an online assessment, approximately 45 minutes, measuring Meaning Centered Communication and Listening Skills. Assessments will be incorporated during the classroom session.

Workshop will present the dynamics of effective communication with emphasis on active listening as the vehicle for understanding others. Techniques introduced, such as clarifying questioning and paraphrasing, help the listener elicit the true meaning of the message sent and eliminate confusion or misinterpretations. Participants learn and practice active listening and other skills to enhance work relationships and increase effectiveness in customer service environments.

The workshop combines facilitator instruction with interactive and experiential activities including customized role-plays, group discussion, self-assessments, individual and group exercises. Designed to provide an opportunity to practice communication skills based on real work issues, these activities and exercises provide a comprehensive learning experience.

Course Objectives: Participants will enhance critical communication skills necessary to succeed in the current customer focused business environment by:

  • Completing the Meaning Centered Communication and Listening Skills Assessment (online, prior to class)
  • Applying meaning-centered communication at work
  • Assessing the impact of your communication and listening efforts on others
  • Focusing on the needs and concerns of the customer
  • Developing skills and behaviors that enhance customer service and communication
  • Creating effective, clear, concise and coherent electronic communication
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