Hospitality & Tourism

Talking to Customers

For customer service reps, having conversational skills and knowing how to talk to customers (and how not to talk to them!) are critical to doing your job well. In this course, instructor Noah Fleming covers the skills you need most when engaging with your customers. Noah explains how to find the right tone and how reading the situation can help you make sense to the customer.

He discusses ways that positivity and personality allow the customer to feel comfortable and points out that brevity is often more important than depth in customer conversations. Noah shows you how to focus the conversation on results and how to stop talking and start listening. He covers the right questions to ask, the power of body language, conversation killers that you should avoid, and ways to handle difficult conversations. Noah finishes with an upbeat description of how following up is one of the best things you can do when talking to customers.

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