About the Course
This session focuses on strengthening communication skills that drive effective, respectful, and consistent customer service. Participants will explore how customer service is shaped by everyday interactions, communication choices, and relationship-building behaviors. The session emphasizes understanding customer needs, building trust through professionalism and empathy, and maintaining service excellence even in challenging situations. Participants will learn practical techniques for active listening, diplomacy, and emotional awareness to improve interactions with both internal and external customers. The session also addresses common barriers to superior service and provides strategies to overcome frustration, misunderstandings, and conflict. Through reflection, discussion, and skill practice, participants gain tools to communicate customer service in ways that build satisfaction, accountability, and long-term trust.
Learning Objectives
1. Define customer service and understand its role in building strong, trust-based relationships.
2. Identify key communication behaviors that contribute to superior customer service.
3. Recognize common barriers to effective customer service and apply strategies to overcome them.
4. Strengthen active listening and diplomacy skills when interacting with customers.
5. Apply communication techniques to manage difficult situations while maintaining professionalism and respect.