Course Description

Effective customer care and communication are fundamental to delivering high-quality services and building positive relationships with customers, colleagues, and stakeholders. This programme equips participants with the communication, interpersonal, and professional skills required to provide excellent customer service, work collaboratively, and represent their organisation with confidence, courtesy, and professionalism.

Course Objectives

The objectives of the course are to enable participants to:

• • communicate effectively with customers.
• • enhance communication internally among employees and management.
• • inculcate the skills (personal and interpersonal skills) to establish and maintain an effective and efficient customer service.
• • understand the importance of communicating effective with colleagues and the public.
• • refine organizational behaviour.
• • be at ease when talking with the public.
• • understand the universal principles of protocol, etiquettes, courtesy and manners and how they connect into universal customer service principles.
• • make a good first and last impression and avoid causing offence or embarrassment in public.
• • understand the importance of personal grooming and business etiquette in many contexts.

Learning Outcomes

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

• • demonstrate effective communication with customers and colleagues.
• • apply customer care principles to improve service delivery.
• • build positive workplace relationships through teamwork and collaboration.
• • handle customer interactions with confidence, courtesy, and professionalism.
• • apply appropriate business etiquette, protocol, and grooming standards.
• • create positive first and lasting impressions in professional settings.

Topics covered:

• • Importance of Customers in Service Delivery
• • Internal and External Customer Service
• • Customer Experience and Customer Satisfaction
• • Effective Workplace Communication
• • Teamwork and Collaboration
• • Business Communication Skills
• • Overcoming Communication Barriers
• • Personal and Interpersonal Skills
• • Public Speaking and Role Play
• • Personal Grooming and Professional Image
• • Business Etiquette, Protocol and Courtesy
• • Dress Codes and Professional Conduct