Course Description

Effective communication and interpersonal skills are essential for delivering excellent customer service and building positive relationships with customers and colleagues. This programme develops participants’ ability to communicate professionally, handle customer interactions confidently, and apply best practices in telephone etiquette to enhance service delivery.

Course Objectives

The objectives of the course are to enable participants to:

  • • enhance verbal and interpersonal communication skills.
  • • develop effective customer care practices.
  • • improve telephone communication and professional call-handling techniques.
  • • build confidence in dealing with customers and stakeholders.
  • • promote positive workplace relationships and teamwork.
  • • apply appropriate techniques for managing challenging customer interactions.

 

Learning Outcomes

By the end of this course, participants will be able to:

  • • communicate effectively with customers and colleagues.
  • • demonstrate professional telephone etiquette.
  • • handle customer enquiries and complaints confidently.
  • • apply active listening and effective questioning techniques.
  • • build positive customer relationships through effective communication.
  • • manage difficult conversations professionally.

Topics covered:
  • • Principles of Effective Communication
  • • Verbal and Non-Verbal Communication
  • • Active Listening and Feedback
  • • Interpersonal Skills and Emotional Intelligence
  • • Customer Care and Service Excellence
  • • Understanding Customer Needs and Expectations
  • • Handling Difficult Customers and Complaints
  • • Telephone Etiquette and Professional Call Handling
  • • Managing Telephone Enquiries and Difficult Calls
  • • Voice Skills and Positive Communication Techniques
  • • Professional Image and Courtesy

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