Global Learning for Operational Leaders
Introduction
Course overview
Customers judge an organisation by every interaction they have with its people, whether in person, on the telephone, by chat or by email. Customer-facing staff need to listen, explain, reassure, resolve problems and sometimes say no, often under time pressure and with customers who are frustrated or upset.
This Communication Skills for Customer-Facing Teams training course develops the practical communication skills that create positive customer experiences. Participants learn how to build rapport quickly, use positive language, listen and question to understand needs, explain information clearly, manage expectations, handle complaints and difficult customers, and communicate consistently across channels.
The course is highly interactive, using role plays and real customer scenarios so that participants can practise and refine their approach.