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.