About this document
Communication and Selling Skills Guide by Ioana Melencu is a document available to read on EtoBox.
The document provides guidance on communication skills for customer service agents. It discusses the importance of having a positive attitude, active listening skills like paraphrasing and asking open questions, and using questions effectively, including closed and open questions. It also covers different types of customers such as neutral, demanding, apprehensive, and irate customers and how to deal with difficult customers using the A-S-A-P method of acknowledging feelings, sympathizing, accepting respons
- Author
- Ioana Melencu
- Language
- EN