Advanced Customer Communication Skills

Details

This advanced-level course offers in-depth insights into the nuances of customer communication, including strategies for positive and proactive communication, handling difficult situations, and utilizing digital communication tools.

Target Group

This course is suitable for customer service representatives, sales professionals, account managers, and anyone in a customer-facing role seeking to refine their communication skills.

Target Group: Customer Service Representatives, Sales Professionals, Account Managers, and other Customer-Facing Roles.

Goals

• Demonstrate advanced understanding of effective communication techniques.
• Successfully handle challenging customer interactions.
• Utilize proactive communication strategies to build customer relationships.
• Leverage digital communication tools to enhance customer experience.
• Apply emotional intelligence in customer communication.

Target Competencies

• Advanced communication skills.
• Customer relationship management.
• Conflict resolution and de-escalation techniques.
• Digital communication for customer service.
• Emotional intelligence in communication.

Outlines

Advanced Communication Techniques:

• Understanding communication styles.
• Verbal and non-verbal communication skills.
• Active listening and empathy.

Handling Challenging Customer Interactions:

• Identifying and managing difficult situations.
• Conflict resolution strategies.
• De-escalation techniques.