Overview

Effective Customer Service Interactions:
Service Language and Service Etiquette

Learning Objectives

At the end of this course, you will be able to:
– Understand what is a ‘service-centric’ language
– Choosing the right service phrases
– Establishing the right tone of voice
– Active listening

Course Outline

Part 1:
– Words matter in customer service: What you say can save or hurt you
– Words that set positive tones
– It’s not what you say,It’s how you say it
– Right tone of voice and attitude
– The deadly customer service phrases to avoid

Part 2:
– Listen actively to be responsive
– Treat customers with empathy and respect
– Staying Professional in every situations
– Be mentally present when interacting
– Case Study