šŸ’» This program is delivered virtually.

Program Overview

Communispondā€™s Communication Skills for Exceptional Customer Serviceā„¢ 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 toĀ 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 toĀ make service easier for your customers and the invaluable skill of how to keep a good attitude on a bad day.

ā€œā­ā­ā­ā­ā­ 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 patientsā€”just a matter of finding the time to make adjustments and implement these changes.ā€
Sarah R. | | Baylor College of Medicine
ā€œā­ā­ā­ā­ā­ 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.ā€
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 todayā€™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
Virtually-Delivered TrainingĀ  Ā 

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:Ā Personal Communication Style
  • Module 3:Ā Effective Listening
  • Module 4:Ā 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
ā€œā­ā­ā­ā­ā­ 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.ā€
Mariam A. | | NASPO (National Association of State Procurement Officials)