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Customer Service Communication Skills Training

customer service workshop

The Customer Connection: 20 Essential Communication Skills for Giving Better Service

Course Outcomes

This customer service course focused on communication will:

  • Provide a forum to discuss best practices and standards.
  • Offer practical tips for communicating effectively with customers.
  • Suggest customer-centric language.

Available Formats

  • Half-Day Course

Course 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 professionally.
  • Deal with conflict and difficult situations.
  • Understand and practice 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).

Workshop Outline

Knowing Where You Are: Good Impressions and the Cost of a Negative Experience
The first set of essentials reviews the importance of getting started on the right foot and the cost of not doing so. Participants will complete this unit understanding the impact impressions make and how to start each day with the best chance for success.
Fully Wired: Tackling the Telephone
The telephone is an important tool for many service providers. This next set of essentials covers everything about the telephone related to service: how to take messages, how to leave voicemails, how to choose the right words and tone of voice, and more.
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, methods for dealing effectively with difficult customers, listening skills, and other elements of exceptional behavior.
The Write Thing: Email Strategies
Like the phone, the computer is a fundamental tool in the service provider's arsenal. Unfortunately, many people misuse and abuse it. This part of the program covers the elements of email writing and how to remain professional at all times when sending or receiving it.
Done for the Day: Closing up Shop
Being happy to come to work is a great feeling. This program ends 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 20 actions they can take to deliver better customer service.

Questions This Page Answers About Communication Skills Training for Customer Service Providers

  • How can I improve the communication skills of my customer service staff?
  • Where can I find a communication training workshop for my group?
  • My customer service staff needs to improve its "people skills."  Where can I find such a thing?
  • Are there any training seminars that focus on service skills for customer service employees?