Effective communication skills for customer service professionals

Interpersonal Skills Training

Improve communication, strengthen trust and build customer loyalty.
Engage with your customers in the 3 dimensions of service.
Achieve CSAT with your knowledge of the RATER model.
About this trainingRequest offer

Effective communication skills for customer service professionals

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.

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

  • Virtual Delivery

  • Modular Delivery

  • Face to face Delivery

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

  • Customized for specific audience

  • Supported by guided learning / elearning

  • Adapt and intergrate in existing program

  • Flexible group size

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Are you responsible for organizing training and development solutions for individuals, teams, or your entire organization? Are you looking for ideas and options? Would you like to learn about what works, what doesn’t, what others are doing, and where to start? We have 25+ years’ experience in implementing B2B training solutions. Projects large and small, we’ve done it all, helping hundreds of organizations and thousands of employees succeed globally.

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