Customer Service and Professional Communications Essentials

Certificate Program overview

The five-day program emphasizes essential skills and continuous growth and learning in written, verbal, and practical presentation skills required of all levels of employees, managers, supervisors, and professionals. Participants gain skills in verbal, non-verbal, and written communication, running meetings, resolving conflicts, problem-solving, and even managing priorities from their instructors who are experienced business professionals. Participants will develop solutions using real business cases and practical examples in an environment that encourages networking and collaboration. Participants will complete all five courses to receive a formal certificate.


DAY 1 (9:00 AM - 4:00 PM)

Unit 1- Identifying Your Customer Base and Their Needs
Identifying the many customers, you serve
Learning how to adapt your approach to determine their needs
Dealing with assumptions, perceptions, and misunderstandings
Motivating and educating the customer

DAY 2 (9:00 AM - 4.00 PM)

Unit 2- Understanding the Importance of Seamless Service
Creating a customer service environment to build relationships
Implement the customer “FIRST” process & creating the “WOW” factor
Motivation for improved service for the customer service representative
Benefits to the organization using exemplary customer service

DAY 3 (9:00 AM - 4:00 PM)

Unit 3- Enhancing Key Skills
Improving communication through active listening, questions, and good body language skills
Strategies for dealing with difficult people and situations
Knowing when and how to be assertive and problem solve
Applying various conflict resolution approaches.
Understanding and using influencing factors to mitigate conflict.
Managing workplace conflict effectively.
Reducing the likelihood of conflict with customers; and negotiating effectively.

DAY 4 (9:00 AM - 4:00 PM)

Unit 4- Effective Communication
What is a skilled communicator?
Active listening skills
Create purpose and act in accordance with your values
Effectively sell your ideas
Manage customer expectations and conflicts
Run effective meetings

DAY 5 ( (9:00 AM - 4:00 PM)

Unit 5-Presentation and relationship building
Fundamentals of Presenting
Become an Effective Speaker
Your Field of Communication
Most Common Mistakes
How to Present with Confidence?
Planning and Structuring a Presentation
Understanding the importance of relationships in changing
complex times
Relationship Building
Listening: the four levels

Fee per participant: $2,000
Minimum Course Size: 4 participants