Course Objective

This course aims to empower professionals to enhance their customer communication skills, which are essential to providing exceptional support. By the end of the course, participants will be able to confidently start and end conversations, listen to and understand customer needs, and provide empathetic and personalized support, resulting in a more positive customer experience.

Program content

INTRODUCTION

1. Why strong communication skills are essential
1.1 Introduction
1.2 The importance of strong communication skills
1.3 Key point

CUSTOMER COMMUNICATION SKILLS

2. Greet customers warmly and productively
2.1 How can I help?
2.2 Video – The impact of greetings and how to best start conversations with customers using the right approach and some essential phrases
2.3 The Impact of a Greeting
2.4 How often should you approach customers?
2.5 Five Winning Customer Service Conversation Starters
2.6 How to Make a Great First Impression
2.7 Check your understanding
2.8 Summary

3. Listen to serve customers
3.1 Is anyone listening?
3.2 Video – What is active listening, why is it important and how to practice it
3.3 What is active listening?
3.4 Why active listening is important
3.5 Active listening is not easy
3.6 How to practice active listening
3.7 Check your understanding
3.8 Summary

4. Personalize customer interactions
4.1 What do you think?
4.2 Why does personalization win?
4.3 Video – How you can personalize interactions to build customer relationships
4.4 What customers want
4.5 Tips for building rapport
4.6 Personalization in action
4.7 Applying this to your business
4.8 Pause and reflect
4.9 Summary

5. Express empathy
5.1 “I would like to speak to the manager, please”
5.2 Video – What is empathy, why is it necessary for effective customer service and how to communicate empathetically with customers
5.3 What is empathy?
5.4 Empathy is key
5.5 How to empathize with your customers
5.6 Communicating with empathy
5.7 Check your understanding
5.8 Summary

6. End on a positive note
6.1 The never-ending conversation
6.2 Video – Why Endings Matter and How to Choose the Right Moment and Follow a Five-Step Process to Say Goodbye
6.3 Endings leave lasting impressions
6.4 When it's time to say goodbye
6.5 Check your understanding
6.6 Summary

CONCLUSION

7. Practice your communication skills
7.1 The Collar Club: Chapter One
7.2 The Collar Club: Chapter Two
7.3 The Collar Club: Chapter Three

8. Summary
8.1 Key takeaways

Methodology

The course is structured in interactive modules that combine theory and practice. Participants will have access to videos, simulations and activities that reinforce the practical application of the concepts taught. The learning process ends with a practical exercise, where students apply the techniques acquired in a real customer service scenario.

Instructor

The course is taught by a customer service and communication specialist with extensive experience in developing interaction and empathy skills in the workplace. The instructor provides practical examples and case studies to illustrate best practices in customer service communication.

Target Audience

This course is ideal for professionals who deal directly with customers, including service representatives, salespeople, relationship managers and anyone interested in improving their communication skills in the workplace.

General Recommendations

It is recommended that participants are familiar with the basics of customer service. The course is entirely online and can be accessed from any device with an internet connection. It is recommended that students take time to practice the techniques presented during the proposed activities to maximize the benefits of learning.

About Instructors

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