Communication Skills

Ensure your staff can communicate clearly and effectively

 

What client questions will it answer?

• How can I help my staff communicate more effectively?

• How can I reduce complaints and errors caused by miscommunication and misunderstandings?

 

Who will benefit from it?

• Front line staff

 

What is the format?​

• Half-day workshop

 

This half-day training program is aimed at front line customer service agents to improve their ability to effectively manage customer interactions.  The training program objectives include enabling staff to:

• understand the different types of communication

• demonstrate how trust, credibility and approachability can enhance communication when it is being applied to different situations (for example, stressful events, understanding customer needs etc.)

• understand and demonstrate a 'tone of voice' aligned to the organisation’s objectives, brand and culture

• demonstrate the essential skills required to have effective dialogue and seek confirmation or clarification when and where necessary (that is, to understand the customer’s request or query, and explore and clarify the customer’s intent

• recognise how cultural backgrounds affect communication style and develop techniques to overcome any differences

• apply active listening techniques

• apply the appropriate brand-aligned email etiquette to use in any given scenario

• understand the importance of body language and clear communication when communicating with the customer

• understand and demonstrate the importance of trust, relationship building and rapport with work colleagues and the customer.

 

As a result of this course, attendees will have an enhanced understanding of how to communicate effectively.