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Effective Customer Communication

Make sure your customers feel important and valued

This 1 day course on effective customer communication will enable customer focussed staff to become more effective, efficient and confident at providing exceptional customer service.

Course objectives

  • Understand the importance of customer service
  • How to make your customers feel important and valued
  • The impact of poor customer service
  • Deliver with confidence
  • Understand customer needs and wants
  • Effective telephone techniques
  • Improve communication skills
  • Implementing and monitoring standards
  • Handling complaints and dealing with objections
  • Understand individual roles and responsibilities
  • Speaking with the right people
  • Assertiveness, confidence on the telephone
  • Use of language
  • Establishing rapport
  • Sense of urgency
  • Meeting expectations
  • Customers for life


‘We have been working closely with SVC on a number of training projects. They are very professional, the training is high quality with a service to match.’ – Wilkin & Sons