Course Outcomes

This customer service course focused on communication will:

  • Review 20 communication skills all service providers should master.
  • Offer ample opportunity to practice skills.
  • Suggest language for various interactions.
  • Explore the importance of etiquette and how good manners can improve virtually all interactions.

Course Overview

This customer service skills workshop focuses on the basics of professional communication in a customer-facing environment. From making a good first impression to closing shop, there are specific skills every employee who is in contact with customers should master. This course addresses 20+ essentials for appearing professional, interacting with customers, handling, conflict, and preparing for another day on the front line.

Program Objectives

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

  • Make a great first impression.
  • Handle the telephone professionally.
  • Understand and practice email etiquette.
  • Deal with conflict and difficult situations.
  • 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.

Eye-to-Eye Service: Connecting in Person

In-person service allows providers to leverage visual, verbal, and vocal communication when serving others. This workshop segment examines best practices for face-to-face interactions. It also addresses behaviors that can sabotage interactions and sour a customer’s experience.

Fully Wired: Tackling the Telephone

The telephone is an important tool for many service providers. This next seminar segment looks at essential communication skills for interacting with customers via the phone. We will look at greetings, words to set the tone, how much silence is too much silence, voicemail etiquette, the importance of waiting for the click, and more.

The Write Thing: Email Strategies

Like the phone, a 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 and receiving messages.

For Professionals Only: What to Do to Keep Your Cool

Anyone can be professional some of the time. True professionals are professional all 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 professional behavior.

Done for the Day: Closing 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 implement to deliver better customer service.