Communication & Customer Service |
Download the course outline in PDF format  |
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Course objectives
At the end of the course participants will be able to:
- Define effective communication and identify the components of communication
- Identify and overcome barriers to communication
- Use effective and definitive language to communicate with assertiveness
- Communicate with different people
- Listen effectively and ask effective questions at the right moments
- Show empathy, develop rapport and communicate with customers
- Understand customer service and identify the skills required for customer service
- Understand expectations and manage unrealistic customer expectations
Course topics
Communication
Components of interpersonal communication
Communication Barriers
Assertive communication
Listening Skills
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Objectives
Questioning Skills
Rapport and Empathy
Customer Service
What do Customers Want
Customers Expectations
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Target audience
All staff working within an organisation who deals with customers and needs to effectively communicate with others.
Course duration
2 days
