Virtual Customer Service Fundamentals Course

Course Highlights

• This communication skills fundamentals course for service providers will:
• Provide an overview of communication skills associated with delivering excellent customer service.
• Explain how verbal and non-verbal communication influence service interactions.
• Suggest ideas for leveraging active listening to build rapport.
• Offer tips for handling difficult customers and de-escalating tense situations.
• Provide guidance for communicating professionally over the phone and via email.

Course Overview

A little finesse can go a long way toward improving customer interactions. The words you choose and your body language can mean the difference between brilliant, blah, or bad. This instructor-led course, which is taught in a virtual format, focuses on the interpersonal skills that anyone regularly serving customers should understand. It is ideally suited for people who need a formal introduction to the fundamentals or teams that could benefit from refresher training. The program reviews the basics of customer service, explores the role of verbal and non-verbal communication, shares best practices for active listening, and offers tips for incorporating positive language. Participants will also learn tactics for handling difficult customers and suggestions for improving telephone and email communication.

Program Objectives

At the conclusion of this program, participants should be able to:

• Define great customer service and its impact on customer satisfaction.
• Communicate professionally both verbally and nonverbally.
• Actively listen to customer concerns and respond effectively.
• Use positive language and avoid trigger words and blunt phrasing.
• Handle difficult customers and challenging situations with tact.
• Demonstrate proper phone and email etiquette for professional communication.
• Develop an action plan to improve overall customer service skills.

Program Modules

• Let’s Start at the Very Beginning: Customer Service Basics
• Communication Skills: The Calculus Explained
• Active Listening: Closing the Loop
• Positive Language: Word Matters
• Tactics for Dealing with Difficult Customers: Character Management
• Telephone and Email Etiquette: Tips for Using Your Tools

Target Audience

This virtual training program is designed for groups that want to:

• Provide their team with a strong foundation in customer service communication.
• Improve verbal and non-verbal communication skills for better customer interactions.
• Learn effective techniques for managing difficult customers and de-escalating tense situations.
• Enhance phone and email communication for more professional and positive service experiences.

Suggested Format

• Two-Hour Virtual Training Course

Questions This Page Answers About Customer Service Communication Training

• Who offers a web-based communication skills course targeted to customer service professionals?
• Where can I find a communication skills webinar for my customer service team?
• Who offers instructor-led communication skills training focused on customer service?