Training Objective:
This training aims to develop the communication skills of customer-facing professionals to ensure every interaction is clear, respectful, and service-oriented. By the end of the session, participants will be able to handle customer inquiries, concerns,
and complaints with confidence—demonstrating empathy, professionalism, and clarity in both verbal and written communication.
Outline
Training Outline:
1. The Power of First Impressions
Verbal and non-verbal cues that shape customer perception
The tone of voice: how it builds or breaks rapport
Creating a friendly, confident, and trustworthy presence
2. Communicating Clearly and Professionally
Using simple, positive, and customer-friendly language
Listening actively and responding appropriately
Clarifying, confirming, and summarizing customer needs
Avoiding jargon, filler words, and negative phrasing
3. Handling Inquiries, Requests, and Objections
Understanding customer intent and responding with value
Reframing objections with empathy and assurance
Asking the right questions to uncover needs
Communicating solutions clearly and confidently
4. Managing Difficult Conversations and Complaints
De-escalation techniques through calm, respectful communication
Using the L.E.A.R.N. approach: Listen, Empathize, Apologize, Resolve, Notify
Saying “no” without sounding dismissive
Turning complaints into service recovery opportunities
Speaker/s
ESL INSTRUCTOR LED
