About This Course
In a fast-paced and competitive business landscape, delivering excellent customer service is a key differentiator that can set organizations apart, often being the difference between commercial success and failure.
This practical, communicative workshop is designed to empower your team with the language, skills and mindset needed to consistently exceed customer expectations, build lasting relationships, and contribute to the overall success of your business.
Participate in quizzes, roleplays, discussions, mingles and other engaging tasks to develop essential customer care techniques and skills that will equip your team with the tools and knowledge they require to create memorable customer experiences that drive loyalty and contribute to the overall success of your organization.
Learning Objectives
- Increase cultural awareness to better understand and connect with diverse customer perspectives.
- Develop active listening, empathy and verbal communication techniques to enhance customer interactions
- Improve written and spoken accuracy and fluency for clear, concise communication
- Learn key conflict resolution techniques for handling customer complaints and feedback
Prerequisites
Pre-intermediate English proficiency (CEFR A2-B1 level) or higher
Target Audience
Staff in all industries at all levels who deal with internal or external customers
Training Outline
Understanding your customers
Customer journey mapping
Developing customer relationships
Active listening, questioning and empathy
Clear, concise, courteous communication
Managing and de-escalating customer conflicts