#Course

Customer Service and Effective Communication

Intermediate / 2 days

This course is to equip service people with customer service skills and stages, present the service standards operating inside the organization, the role of employees, and the service strategy approach adopted by the organization towards customers.

On top of that Learners will be able to recognize, manage, and resolve poor communications with customers effectively.

By the end of this training learners will be able to:

  1. Master customer service best standards, effective behaviors, and approaches.
  2. Study customer service phases and each phase's characteristics.
  3. Find out what trust is, and why is it important, what are the consequences of distrust.
  4. Identify the impact of communication on teams, companies, and individuals.
  5. Identify the effects of hormones on emotions and communication.
  6. Master effective communication's 4 components, competencies, and active listening skills.

The best service specialists sell more!

more than 33%

What you'll learn

Download syllabus

  • Module 1: What is Customer Service?


  • Module 2: Customer Service Approaches


  • Module 3: Dos and Don'ts of Excellent Service


  • Module 4: Customer Service Stages


  • Module 5: The "Iceberg" of Mistrust and its Consequences


  • Module 6: What Is Trust, and How Can Trusting Relationships Be Built?


  • Module 7: What Are Effective Communication Skills?


  • Module 8: The Impact of Communication on Customer Service


  • Module 9: The Communication Value Framework


  • Module 10: Types of Effective Communication


  • Module 11: Effective Communication Competencies

    1 – Self-Management

    2 – Empathy

    3 – The 3 Communication Competencies

    4 – Strive to Understand (Active Listening, Paraphrasing)

Your guide in...

Customer Service and Effective Communication

Empower your team to deliver exceptional service through the language of empathy and clarity. Elevate communication, enhance satisfaction