Target audience
Frontline retail agents, call center representatives, sales representatives
The ideal group size for this course is 10–15 participants.
Competences
- Verbal communication
- Influencing
- Empathy
- Adaptability
Duration
In-class
2 days
About this training
This training is designed for frontline retail agents and call center representatives to equip them with a solid foundation of customer service excellence. Such a skill set is needed to better relate to clients and to inspire energy and commitment.
In this course, you will understand how positive wording can help you create a connection with clients and significantly improve your personal communication in any situation. Because challenges are how we learn, you’ll manage difficult client interactions and relationships so that you can learn to deliver outstanding service in any situation, ensure customer trust, and retain a valuable customer base.
Learning outcomes
- Correlate customer values with the ideal image of a successful representative
- Understand the importance of making a great first impression and presenting yourself as such
- Use non-verbal communication to engage others and keep them interested
- Harness your emotions to bring intensity to your interactions with customers
- Develop and apply two different diffusion techniques.
We tailor our courses for you.
& if you’re looking for a learning journey, we can build one with the keystone trainings — following our globally recognised methodology.
Let’s start a conversation on how we can best serve your people and your organisation.