Certificate in Communications Excellence in Customer Service

Why Attend?

In today's competitive business landscape, exceptional customer service has become a crucial differentiator for organisations across industries. Recognising this growing demand, our comprehensive course on fostering effective communication in customer service is designed to equip professionals with the necessary skills and knowledge to exceling this critical area.

Benefits Of Attending

• The importance of exceptional customer service for business success
• How to identify and optimise critical touchpoints in the customer service lifecycle
• Techniques for understanding and segmenting customers effectively
• Strategies for building and maintaining strong customer relationships
• Effective communication skills, including active listening and rapport building

Learning Objectives

During this course, attendees will experience an engaging and interactive learning environment designed to maximise their workplace potential. Adults learn best through a combination of theory, practical application, and collaboration so this course incorporates a variety of activities that cater to different learning styles and promote active participation.

Who Should Attend

• Customer Service Representatives: Those directly interacting with customers on a daily basis will enhance their communication skills, enabling them to provide personalised and empathetic support
• Team Leaders and Managers: Leaders responsible for overseeingcustomer service teams will gain insights into effective communicationstrategies, enabling them to guide and support their team membersmore effectively 

Course Requirements and Certificates

Delegates must meet two criteria to be eligible for an Informa Connect Academy (ICA) Certificate of Completion:

• Satisfactory attendance - Delegates must attend all sessions of the course. Delegates who miss more than 2 hours of the course sessionswill not be eligible to sit the course assessment
• Successful completion of the course assessment - Assessments willbe ongoing and based on in-class participation and activities

Targeted Competencies

• Communication Skills: Participants will develop effective verbal and nonverbal communication techniques, active listening skills, and empathy to enhance customer interactions
• Relationship Building: Participants will learn strategies for fostering strong and lasting customer relationships, promoting customer loyalty, and increasing customer retention

Delivered by Pam 

With 15 years in corporate training and consulting in the United States, and subsequently, since 2017, in the Arab Gulf region, Dr. Pam brings a wealth of experience across diverse industries. Specialising in delivering impactful and engaging courses to empower employee experience, performance and productivity, she leads programmes such as the Certificate in Conducting Workplace Investigations, Executive Leadership Programme for Women, and Certificate in Healthcare Economics & Finance for Decision Makers.

Certified by CPD UK

The CPD Certification Service is an independent accreditation centre working across all sectors, disciplines and further learning applications and supports policies of institutional and professional organisations globally.

Run this course in-house

For over 29 years, Informa Connect Academy’s customised training solutions have helped organisations deliver tailored learning in different languages to suit every requirement