“Make every interaction count, even the small ones. They are all relevant.” - Shep Hyken
SCR-105 Customer Service Communication Skills
Schedule and Hours
Customer service can be a demanding, back-breaking job, with many challenges and demands. In some instances, it can seem thankless.
In order to retain clients or sell goods and services, good communication with customers is essential.
Communicate with customers clearly and efficiently, listen to customers empathically, and speak clearly and efficiently.
Providing good customer service requires effective communication in order to meet your clients' needs. It requires skilled professionals who are conscious of how they address others since customer service is often entirely a communicative act.
To understand the importance of customer service and its impact on the organization
To develop communication skills necessary for delivering exceptional customer service
To understand the value of empathy and engagement in customer interactions Marketing emails
To equip employees with skills to resolve customer issues effectively
To optimize time management for handling customer inquiries efficiently
To encourage a culture of feedback and ongoing skill development
To practice customer service skills through role-playing and real-life scenarios
To ensure continuous improvement in customer service skills.
Module 1: Introduction to Customer Service
Module 2: Effective Communication Skills
Module 3: Customer Engagement and Empathy
Module 4: Problem-Solving and Conflict Resolution
Module 5: Time Management and Efficiency
Module 7: Role-Play and Scenarios
Module 8: Resilience
Module 9: Mental Health
Module 10: Ongoing Support and Coaching
Managers, executives, buyers, procurement officers, Front-liners, Sales & Marketing Executives, Customer Service personnel and other staff who wish to learn how to build relationships and influence others within or outside the organisation.
This is a 2-days programme. This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
We are HRD Corp (Human Resource Development Corporation) Registered Training Provider. All of our training modules are claimable under HRD Corp.