Course Overview:
The Effective Communication Skills for Customer Service Training Course by IRES is a five-day intensive designed to help customer service professionals master communication techniques essential for delivering exceptional service. Participants will learn how to communicate clearly and effectively with customers, ensuring that their needs are met while maintaining a positive relationship. This course focuses on verbal, non-verbal, and written communication, providing practical tools for improving interactions in any customer-facing role.
Duration:
5 Days
Target Audience:
- Customer service representatives
- Sales and support staff
- Call center agents
- Frontline employees in customer-facing roles
Organizational Impact:
- Enhanced customer satisfaction through improved communication
- Reduced misunderstandings and complaints
- Better collaboration between customer service teams
- Increased efficiency in handling customer inquiries
Personal Impact:
- Master verbal and non-verbal communication skills
- Develop confidence in handling customer inquiries
- Improve clarity and professionalism in communication
- Build strong relationships with customers and colleagues
Course Level:
Course Objectives:
- Understand the role of communication in customer service
- Develop verbal and non-verbal communication skills
- Improve active listening and customer rapport-building techniques
- Learn to communicate clearly and effectively in written formats
- Apply communication techniques in various customer service scenarios
Course Modules:
Module 1: Foundations of Communication in Customer Service
- Understanding the importance of effective communication
- Key communication skills for customer service professionals
- Barriers to effective communication and how to overcome them
- The role of active listening in customer service success
- Case Study: Improving communication at a service-based company
Module 2: Verbal and Non-Verbal Communication Techniques
- Verbal communication: tone, clarity, and word choice
- Non-verbal communication: body language, facial expressions, and gestures
- Communicating with confidence and professionalism
- Building rapport with customers through effective communication
- Case Study: Analyzing the impact of non-verbal communication in retail customer interactions
Module 3: Written Communication for Customer Service
- Best practices for professional email and written communication
- Structuring clear and concise responses to customer inquiries
- Managing written complaints and escalations effectively
- Maintaining tone and professionalism in written communication
- Case Study: Improving email communication within a customer service team
Module 4: Active Listening and Customer Empathy
- The importance of active listening in customer service
- Techniques for demonstrating empathy and understanding
- Asking the right questions to clarify customer needs
- Responding effectively to customer concerns and queries
- Case Study: Building customer loyalty through empathetic listening
Module 5: Communication in Challenging Situations
- Handling difficult customers with effective communication
- Techniques for de-escalating tense conversations
- Maintaining professionalism in high-pressure interactions
- Navigating cross-cultural communication challenges
- Case Study: Managing a communication breakdown with an international client
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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