Live Webinar: Customer Communication Skills Training

The ability of customer representatives and frontliners to communicate can enhance or worsen your customers’ experience. This training aims to provide participants with principles, guidelines, tools and practice scenarios to ensure that customers are listened to and accommodated properly. Gain confidence in handling customers through effective verbal and written communication.

What you'll learn
By the end of this course, the participants shall be able to:

-Identify Communication Skills needed for Better Customer Service
-Align Communication Style with the Company Image
-Inspect Customer Communication Channels, Touchpoints & Pain Points in order to improve the Customer Experience
-Uncover Customer Needs using Listening & Reading Comprehension Skills
-Speak and handle Local & Foreign Customers more confidently
-Practice correspondences & etiquette in written communication

1. Impact of Customer Communications
2. Identifying Good vs. Bad Customer Communication Practices
3. Benefits and Challenges in Customer Communications
4. Self-assessment: Rate Your Customer Communication Skills
5. Types & Methods for Customer Communication
6. Aligning Your Communication Style with Your Company’s Image
7. Identifying Channels and Touchpoints for Customer Communications
8. Preventing Common Customer Communication Pain Points
9. Tuning into Your Customers’ Needs
10. Communication Styles of Customers
11. Developing Your Listening Skills
12. Developing Your Reading Comprehension Skills
13. Verbal Customer Communication Skills Enhancement
14. Building Your Confidence in communicating and handling local and foreign customers
15. Written Customer Communication Skills Enhancement
16. Essentials of Business Writing and Online Etiquette
17. Writing for Different Work Scenarios
18. Tools or the Trade

No. of Days:	2
Total Hours:	8