Customer service communication skills training
Customers and guests identify the entire organisation with its customer service representatives, therefore it\'s crucial how frontline employees communicate. They must be well-versed in the fundamentals of authentic and non-violent communication in order to ensure that customers leave satisfied, and provided with a great experience. Our Customer service communication skills training provides participants with specific tools to handle customer complaints stress-free, yet effectively.
For whom do we recommend our Customer service communication skills training?
For organisations facing numerous customer or guest complaints, as well as service-related issues that need to be resolved. The training is particularly beneficial if they aim to enhance the company’s reputation, attract more satisfied, returning customers, and increase further product or service sales. Frontline workers are subjected to significant stress on a daily basis, and must handle the diverse emotional reactions of their customers. AGORA Institute’s Customer service communication skills training plays a crucial role in reducing employee stress levels.
Results of Customer service communication skills training
As a result of participating in the training, employees’ communication becomes more authentic, and they handle customers’ emotions in the most professional manner. With the acquired knowledge, they are capable of conducting thorough needs assessments, thus aiding in the resolution of customer needs to the best of their ability. Customer experience and service efficiency significantly improve, along with the organisation’s reputation. Employees have to deal with less stress and experience more success in their daily routines, leading to a substantial increase in their motivation and commitment to the company.
Themes and process of the programme
Understanding the prerequisites of authentic communication and the importance of congruity between verbal and nonverbal communication.
Simulation exercises that mirror and highlight the role of verbal and nonverbal communication during interactions.
Small group discussions, shared learning, where participants can exchange experiences and provide feedback to each other.
Assertive, non-violent communication, basics of assertiveness.
Appropriate questioning techniques - How can I genuinely understand the customer's problem?
Mastering effective complaint handling.
Practicing what participants have learned.
Attendance
In-Person / Online
Recommended group size
14-16 participants
Duration
1-2 days
Available in
Hungarian / English / German
On request
Blended learning
Format
Training
Recommended for
Frontline employees
Do you have any further questions regarding our Customer service communication skills training?
Please provide us with your contact details and our training expert will reach out to you shortly. Or feel free to contact them via one of the options below!
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