Effective communication skills for customer service professionals

Customer Service and Interpersonal skills

As a customer service professional your goal is to connect with your customer, and communication skills are a critical component of customer service. Effectively communicating with your customer means active listening, managing expectations, conveying messages, dealing with emotions, negotiating, influencing and more. This training is for all customer service professionals who would like to improve their communication with their customers– and provide a better level of service.

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Multiple languages

Customized content

Flexible scheduling

Flexible format

About this training

Your outcomes

  • Develop and harmonize core communication skills and behaviors
  • Consider approaches to communicating in a more customer-orientated manner
  • Understand the impact of effective communication on CSAT scores
  • Appreciate and respond to the challenges of how culture impacts communication
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Training content

  • Responding clearly to customer needs and expectations
  • Communicating using the RATER model as a framework for behaviors and language
  • Applying the 3 dimensions of customer service to your communication
  • Listening to learn, and learning to listen
  • Understanding the value of complaints
  • Responding to ‘emotional’ customers
  • Recognizing/dealing with service breakdowns
  • Integrating best-practice etiquette into your customer communication
  • Resolving conflicts through problem solving and negotiating
  • Empowering the customer
  • Building satisfaction and loyalty

What can you expect from Target Training?

Experiential training environment
Practical content customized to your reality and goals
Share experience, knowledge and best-practices
Pragmatic focus on what you do and how you do it
A trainer who cares about your progress
Enjoyable, safe, fun atmosphere
Lots of opportunity to practise during the session
Feedback from self, trainer and peers
Social learning
Interactive training with transfer to the workplace at the heart
An actionable transfer plan
Further learning resources

Multiple languages

Customized content

Flexible scheduling

Flexible format

Sales & Customer Service

Selling across cultures

English for call centers & service centers

Interviewing skills for sales, marketing and business development professionals

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