Overview:

The Communication Skills in Customer Service training course aims to teach customer service candidates how to communicate to customers more effectively, whether selling or dealing with complaints.

This one-day communications skills training course will allow customer service representatives to communicate with confidence and deliver excellent customer service.  

Benefits:

Benefits of the Communication Skills in Customer Service training course:

• Understanding how to communicate appropriately
• Understanding the impact of non-verbal communication
• Understanding how to recognise the barriers to communication
• Understanding how to exceed customer expectations

Course details:

Course details of the Communication Skills in Customer Service training course:

• Session 1- Who is your customer?
  - Internal and external customers
  - Understanding their needs
  - Benchmarking to success
• Session 2 – Standards
  - Service consistency
  - Monitoring and evaluating
  - Managing the constraints  
• Session 3 – Behaviour
  - Supporting difficult customers
  - Managing behaviour
  - Learning to say “NO”
  - Barriers to communication
• Session 4 – Telephone skills
  - Active listening
  - Questioning courteously
  - Dealing with complaints
  - Ten commandments

Usual Duration: One day

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