Customer Service Communication Skills Training

The Customer Connection: Twenty Essential Communication Skills for Giving Better Service

Program Overview

From making a good impression to closing up shop, there are specific actions every employee who connects with customers can take to enhance the service experience. This program reviews 20 essentials for consistently meeting and exceeding expectations.

Program Objectives

At this program's conclusion, participants should be able to:

• Make a great first impression.
• Handle the telephone.
• Deal with conflict and difficult situations.
• Follow proper email etiquette.
• Prepare for another day of providing great service.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course Overview

Knowing Where You Are: Good Impressions and the Cost of a Negative Experience

The first set of essentials reviews the importance of getting kicked off on the right foot and the cost of not doing so. Participant will complete this unit understanding the impact impressions have and how to start each day with the best chance for success.

Navigating the Wires: Tackling the Telephone

The telephone is an important tool for many service providers. This next set of essentials reviews everything about the telephone related to service: how to take messages, how to leave voicemails, how to choose the right words and tone, etc.

For Professionals Only: What to Do to Keep Your Cool

Anyone can be professional some of the time. True professionals are professional all of the time. The next group of essentials looks at conflict resolution strategies, effectively dealing with difficult customers, listening skills, and other elements of professionalism.

The Write Thing: Email Strategies

Like the Phone, email is a fundamental tool in the service provider's arsenal. Unfortunately, many people misuse and abuse it. This part of the program reviews the elements of email writing and how to remain professional in writing at all times.

Done for the Day: Closing Shop

Being happy to come to work is a great feeling. This program wraps up with a review of specific actions participants can take to manage stress, check their attitudes, and close up shop to prepare for the next day.

By the conclusion of this course, participants should have a thorough understanding of twenty actions they can take to deliver better customer service.