Service Basics: Communication Skills for Better Customer Interactions
Available Formats: Virtual Classroom Course
This communication skills fundamentals course for service providers will:
Provide an overview of communication skills associated with giving good customer service.
Explain how verbal and non-verbal communication influence service interactions.
Suggest ideas for leveraging active listening.
Offer tips for handling difficult customers.
Give tips for communicating over the phone and via email.
A little bit of finesse can go a long way toward improving customer interactions. The words you choose and body language you adopt can mean the difference between brilliant, blah, or bad. This instructor-led course is taught in a virtual format and addresses the interpersonal skills anyone who regularly serves customers should understand. It is ideally suited for people who need a formal introduction to the fundamentals and teams that could benefit from some refresher training. During the program, we’ll review the basics, give an overview of the role of verbal and non-verbal communication in the customer-provider relationship, share best practices for active listening, offer tips for incorporating positive language, share tactics for de-escalating, and suggests ideas for making telephone and email communication easier.
Define great customer service.
Communicate professionally both verbally and nonverbally.
Actively listen to customer concerns.
Use positive language and eliminate trigger words and blunt phrasing.
Handle difficult customers and situations.
Demonstrate good phone and email etiquette.
Develop an action plan to improve customer service skills.
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
By the conclusion of this basic skills course, participants should be able to implement concrete suggestions for giving better service.
Questions This Page Answers About Web-Based Communication Skills Training for Customer Service Providers
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“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
SERVICE COMMUNICATION WEB-BASED TRAINING
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