Quality customer service is rooted in managing a customer’s needs. To do that well, as this course shows, customer service personnel must understand how communication and customer service fit together. By first presenting the meaning and impact of active listening, this course teaches employees how to show customers they are listening to what they have to say. Upon learning the 3 Communication Styles, Assertiveness, Aggressiveness, and Passiveness, employees then discover how to be assertive and address the customer’s needs and expectations without being offensive. Use this course to enable all customer service employees to actively listen and make it as easy as possible for customers to deal with the company.