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Outstanding Customer Service Training: Level 2

Communication Skills For Customer Service

An in-person or live-virtual workshop that introduces proven language skills and practices that help create positive customer experiences every time.

LIVE/VIRTUAL:

FOUR

2-hr Modules

INTERACTIVE

Yes

8 HOURS

Total Duration

8 WEEKS

Reinforcement

LIVE/ON-SITE:

ONE

8-hr Workshop

INTERACTIVE

Yes

FULL DAY

Total Duration

8 WEEKS

Reinforcement

LIVE, VIRTUAL TRAINING

Four 2-hour modules (8 hours in total)
Highly interactive
8-week reinforcement

LIVE, ON-SITE TRAINING

One 8-hour workshop (half-day)
Highly interactive
8-week reinforcement

PREREQUISITES: CONNECTING WITH CUSTOMERS – EVERY. TIME.

About This Course:

The Communication Skills For Customer Service course gives your employees powerful communication skills that reduce potential friction and ensure positive customer experiences.

The skills build off of the foundation created in the Connecting with Customers course. Participants will have the opportunity to practice, and see first-hand the positive impact they will have with customers.

Topics:

How to be an outstanding communicator

A revealing look at our existing communication effectiveness
Exploring why communications fail – and how to prevent it

Positive language that creates positive outcomes

Evidence-based language strategies that create positive relationships
Practicing the strategies in real scenarios

Common language habits that backfire

Words, phrases and habitual responses that trigger negative emotions and behaviour
Comparing the impacts of positive language and negative language

Setting, understanding and managing customer expectations

How to identify and reframe existing expectations
How to ensure you meet customers’ expectations every time

Little things that create big results

A review of skills and behaviours required for success in specific situations
How to turn these “little things” into habit

Who Should Attend:

Customer facing roles (In-person, telephone and digital)
Technical support
Managers, Supervisors, Leads
Sales
All experience levels
All industries

Course Outcomes:

Faster, more positive interactions
Greater control over interactions
Fewer escalations
Reduced friction in interactions
Fewer errors and misunderstandings

Magic Customer Service Words

Master Your Tone of Voice

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