Who should attend
Level 1 - Admin & Support
About the course
When it comes to dealing with customers, it’s as much about what you say as how it is you say it. Learn how to engage customers even in the most awkward situations through the customer service language. Build up confidence in handling difficult conversations with customers, and how to make the most positive and engaging impact upon them.
When your staff are trained in this crucial area, their confidence in handling customers especially difficult customers will be boosted. They will be able to engage the customers professionally in customer service language.
At the end of the programme, learners will be able to
• Be adept at using customer service language to build rapport with customers
• Draw up a list of customer service phrases for the intended audience
• “Think on your feet” and to react positively to different customer situations
• Be better prepared to handle difficult customer conversations with confidence
Learning Unit 1 – Identifying our customers
• Who are our customers?
• Types of customers and their communication styles
Learning Unit 2 – Building Rapport with Customers
• Importance of rapport building in conversations
• Communication process
• Reading customer’s non-verbal cues
• Active listening and questioning
• Rapport building
Learning Unit 3 – How and What to Say
• Words, tone and body language that WOW the customers
• Words, tone and body language that inflict pain on the customers
Learning Unit 4 – Scripting the Language to Customers
• Positive and negative language
• Basic language fundamentals
Learning Unit 5 – Dealing with Specific Customers Situation
• Case studies
Francis Ho graduated from the National University of Singapore with a degree in Accountancy and began his career in the corporate arena, working in various MNCs. In his 18 years of corporate experience, he held various management positions including the Vice President in Citibank and also that of...
Read more about Business Communication
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.