Customer Management Basics

Course Description

Customer Management is perhaps the most crucial skill for a contact center agent to understand and develop. This course is designed to teach agents the fundamentals of effective customer management - asking questions, active listening, building rapport, vocal tone, and empathy.


Course Outline

Module1: Asking Questions Effectively

  • Identifying the 4 types of questions
  • Guidelines for using each type of question
  • Meeting goals during a call or contact
  • Using questions to build relationships

Module 2: Active Listening

  • Common listening difficulties
  • The benefits of good listening for customers, the agent, and the organization
  • Communicating that you are listening while on the phone
  • Active listening guidelines
  • Tips to become a better listener

Module 3: Building Rapport with Customers

  • Defining rapport
  • The importance of rapport during a contact
  • Techniques for building rapport with customers

Module 4: Using Your Voice

  • Key characteristics of voice: volume, pitch, inflection, tone, and pace.
  • Enunciation techniques
  • The 5 factors that make speech indistinct
  • Commonly mispronounced and misinterpreted words
  • Guidelines for speaking clearly

Module 5: Expressing Empathy

  • Defining empathy
  • Why empathy is important
  • The 4 attributes of empathy
  • Strategies for developing and communicating empathy
  • Apologizing effectively

What You Will Learn
  • Techniques for avoiding escalations
  • Understanding and managing stress
  • Controlling the call
  • Choosing your words
  • Managing difficult customers



2.5 hours


# of Students Price Per Student
1-4 $199
5-15 $169.15
16-29 $139.30
30-59 $119.40
60+ Custom Pricing


To purchase a course for 5+ students, please complete the form below:

If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

Online Training

Online, On demand training.
Access the course for 6 months.

For purchases of 5+ students, see Pricing section