Effective Communication in Customer Service

How we interact with customers often serves as the basis of their impression of us as an organisation. Learn to communicate with them well for a lasting good impression.

Course Code/ID: CRS-N-0044096

Dale Carnegie said it very well: “No matter what your line of work, even if it is in one of the technical professions, your degree of success depends on your ability to interact effectively with other people.” In customer service, we take care of our customer’s needs and hence, improving your communication skills can bring huge rewards, such as improving your self-esteem, being able to engage your customer in conversation and assisting your customer efficiently.

In this programme, we will provide you with tips and techniques to create positive first impressions, structure conversations, read, interpret and use body language effectively.

After the workshop, you will be able to:

  • communicate with more confidence
  • improve your relationships with your customers

Outline

  • Building your Career in Customer Service
    – The communication process
    – Types of communication channels
    – From traditional customer service to new customer support
  • What is Effective Communication Customer Service?
    First impression Counts
    – Appearance
    – Handling Surprises
    – Think Ahead
    The Spoken and Unspoken words
    – Choice of words
    – Body Language
    – Paralanguage
    Understanding your Customer
    – Types of Customers
    – Active Listening
    – Reading People
    – Questioning Techniques

Who should attend?

Anyone who wants to improve communication skills and increase personal effectiveness in customer service.

Methodology

This is a highly interactive workshop with mini-lectures, small group discussions, presentations, workplace activities and video-clips. Participants are expected to contribute actively to achieve maximum learning impact.

Ms Susan Lim has 20 years of teaching and training experience in Singapore, Malaysia, Thailand and Myanmar, and aspires to make a difference in the lives of both the youths and adults. She believes in living above the line to create personal power and is future-oriented. She inspires connections between personal and professional goals, and committed to empower people to exceed their personal best.

Susan’s academic credential includes a Master of Education from the University of Melbourne, a Post-Graduate Diploma in Education from the National Institute of Education (NIE) and Bachelor of Science from the National University of Singapore. She is also a DISC Certified Human Behaviour Consultant in Human Behaviour Science, an ACTA Certified Trainer and Assessor, and Workplace Big Five Profile Certified Consultant.

Her extended training experience has inspired countless youth, teachers and adults. In 2012, she was awarded the Outstanding Teacher Mentor and Outstanding Contribution Award for Teaching and Learning, Professional Development in Swiss Cottage Secondary School. In 2014, she pioneered teacher training for a Singapore institution in Yangon and still works closely with them to deliver customised learning solutions for corporate clients. Her love and enthusiasm for learning is limitless and impacting lives beyond Singapore.

Essential Information