1 ELECT Material: Course Name, Description, Objectives

EMPATHETIC LISTENING AND EFFECTIVE CLARIFYING TECHNIQUES

DESCRIPTIONELECT is a 60-minute course that provides a variety of useful methods that can be considered when dealing with customer service scenarios to address customers' needs in a timely manner.OBJECTIVESAt the end of this course, participants will be able to:

1. Acknowledge the main difference among listening for details, listening for a gist, and listening for emotions.
2. Understand what makes customers’ statements clear or unclear.
3. Apply the appropriate tone of voice when dealing with challenging customers’ scenarios.