💻 Communication Skills for Exceptional Customer Service™

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💻 This program is delivered virtually.

Program Overview

Communispond’s Communication Skills for Exceptional Customer Service™ program teaches participants how to provide customer service that wows your customers and leaves them raving fans. This program is offered in two and four-hour formats.

In the two-hour program, participants will be able to identify what today's customers expect, want, and need and will learn how to develop customer focused language. In the four-hour format, participants will learn all that in addition to how to make service easier for your customers and the invaluable skill of how to keep a good attitude on a bad day.

“⭐⭐⭐⭐⭐ Laurie was engaging as a speaker. I learned to approach patient care differently seeing patients as different and not "difficult". I took away key points and different strategies to use in my interactions with patients—just a matter of finding the time to make adjustments and implement these changes.”

Sarah R. | | Baylor College of Medicine

“⭐⭐⭐⭐⭐ She was able to communicate with our staff in a way that made sense to them and caused them to really reflect on how our customers perceive us.”

Tom Z | | Acura of Troy

Audience

Employees who provide direct customer service to either internal or external customers

Course Objectives

For the 2-hour program:

Describe the benefits of providing exceptional customer service
Identify what today’s customers expect, want, and need
Determine your personal communication style
Demonstrate how to listen effectively
Describe how to make your language customer focused
Demonstrate how to deal with difficult customers
Review customer service recovery process

For the 4-hour program. All of the above, plus:

Understand how impressions are formed
Create a customer service promise
Identify how to make service easier for your customers
Employ techniques to keep a good attitude on a bad day

Delivery Method

This program is delivered virtually by a live instructor.

Platform: Zoom (or the client's preferred virtual learning platform) and MURAL (a digital workspace for visual collaboration)

Duration: 2 or 4 hours

Maximum of 30 participants.

Program Outline

For the 2-hour program:

Module 1: Customer Service Basics
Module 2: Personal Communication Style
Module 3: Effective Listening
Module 4: Customer-Focused Communication

For the 4-hour program. All of the above, plus:

Module 5: Make it Easy
Module 6: Good Attitude on a Bad Day

Benefits:

For the participants:

Higher customer service scores
Increased wages
Lower stress

For the company:

Happier customers
More repeat customers
Happier customer service agents
Less staff turnover

“⭐⭐⭐⭐⭐ Laurie did a great job at engaging the audience in every capacity. The participants in the program thought she was engaging, accessible, entertaining, energetic and most importantly knowledgeable. She provided excellent communication information while keeping the program light, fun and interesting. One participant even went to say, 'Look for speakers like Laurie, I can't say that enough.”

Mariam A. | | NASPO (National Association of State Procurement Officials)