Volvo Customer Service & Soft Skills Training

Upon completion of this training program, participants will be able to:

• Apply techniques for positive phone, face-to-face, and written interactions.
• Explain how to listen effectively and ask purposeful questions.
• Demonstrate effective use of strategies for handling difficult conversations.
• Determine the needs of both internal and external customers.
• Given a scenario, determine how to adapt to the needs of the customer in the moment.
• Identify strategies for building trust and enhancing value.
• Discuss strategies for managing conflicts with internal or external customers.
• Demonstrate how to maintain company and customer confidentiality.