Let’s say that the following objectives appear at the beginning of a course for customer service representatives (CSRs). You’re a CSR. How do these objectives make you feel?
This course is designed to enable the learner to:
- Describe how vocal tone affects customer rapport
- Understand the importance of positively impacting customer impressions
- Describe the 5 steps of the Dissatisfied-to-Satisfied Customer Transformation Model
- State which psychological techniques can be used to increase customer acceptance of negative information
This course will help you:
- Use your tone of voice to build rapport with customers
- Create a good impression
- Turn a dissatisfied customer into a satisfied one
- Deliver bad news in a way that customers will easily accept
- We spoke directly to the learner (“you”).
- We turned I-know-it verbs like “understand” and “describe” into I-can-change-the-world verbs like “create” and “use.”
- We turned abstract concepts into real situations that the learner cares about.
- We emphasized skills that will make the learner’s job more pleasant instead of knowledge that only the course author cares about.
I could imagine a client protesting the eviction of the 5-step transformation model. The model would still appear in the course, but I doubt learners care that they’re going to be learning about some model with a long name. They just want reassurance that the course will make their jobs better.