B-MGMT518

Customer Service Communication Skills

In customer-oriented business environment, people skills are critical for career advancement and organizational effectiveness. This course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.

Target Audience

This course is recommended to frontline customer service representatives, team supervisors, department managers, account managers, and field service representatives.

Learning Objectives

You will establish the importance of setting and reviewing customer service standards, develop an understanding of internal and external customer expectations, communicate more effectively by utilizing active listening and questioning skills, demonstrate how to deal with difficult customers effectively, set SMART objectives and goals to increase daily productivity, and utilize stress management techniques to reduce tension.