1. THE POLICY CONVERSATION

2. Welcome to The Policy Conversation! One of the most common communication tasks of customer service professionals is to explain and clarify certain policies to customers and answer policy related questions. How these policies are articulated often lays the ground work for future customer interactions, and can strengthen or weaken the customer relationship. Well-articulated and executed policies and procedures ensure consistent customer experience, and reduce misunderstandings and future customer service issues. This course has 2 lessons that are designed to help the customer service professional gain a clear understanding of the policies that directly relate to the customer, clearly articulate policies to the customer and answer policy related questions. The Policy Conversation

3. FLOW CHART Take The Customer Service Conversation Gym Session 1Course Intro. Articulating Your Policies Answering Policy Questions Gym Session 2Gym Belt TestPromotion = Online= Communication Gym on site session

4. By the end of the course members will be able to:  Demonstrate a clear understanding of your company policies that relate to the customer experience and how they benefit the company, fit within the company’s core values and effect and ultimately benefit the customer.  Clearly articulate those policies in a way that strengthens the customer relationship.  Answer policy questions in a way that strengthens the customer relationship. Objectives Benefits: Better customer relationships Less frustration Fewer customer service escalations

5. You are now ready to proceed to the first lesson: Articulating Your Policies will develop your ability to explain company policies to your customers in a way that strengthens the relationships. Proceed to Lesson One Proceed to Lesson One!