Develop superior customer service by learning the basics of effective communication to successfully interact with internal and external customers. Become adept at recognizing and anticipating the needs of others, being flexible when handling requests and complaints, and spotting and responding to important verbal and nonverbal messages.
Target Audience
This course is perfect for professionals who want to excel in customer service by mastering effective communication skills.
What You'll Learn at a Glance
- Explain the relationships between effective communication and quality service.
- Apply effective listening skills to your interactions with customers.
- Apply effective communication skills to your interactions with customers.
- Identify effective responses to difficult situations.
- Handle requests, problems, and complaints in a professional manner.
Course Syllabus
Module 1: Your Role in Customer Service
- Define the role of communication in customer service excellence
- Understand internal vs. external customers
- Recognize the impact of your attitude and actions on organizational image
- Build trust through professional and courteous behavior
Module 2: The Basics of Effective Communication and Its Benefits
- Apply the 3 Cs of communication: Courteous, Clear, Complete
- Understand nonverbal and verbal communication and their impact
- Recognize open vs. closed communication behaviors
- Overcome communication barriers
Module 3: Listening Techniques
- Distinguish between hearing and effective listening
- Practice active, passive, and telephone listening skills
- Apply listening strategies in customer service scenarios
- Use empathy and paraphrasing to improve customer outcomes
Module 4: Analyzing Communication Styles
- Identify your own communication style using a self-assessment
- Understand the four communication styles: Energizer, Systemizer, Associator, Innovator
- Adapt communication strategies based on style and context
Module 5: External and Internal Customer Expectations
- Differentiate between internal and external customer needs
- Use empathy and open communication to meet expectations
- Align your communication style to customer preferences
Module 6: Communicating with Customers Successfully
- Apply SMART techniques (Specific, Measurable, Achievable, Relevant, Time-bound)
- Build rapport and focus conversations for resolution
