Confident Communication for Customer Success

Confident communication is arguably one of the most important skills for successful, customer-facing colleagues. During this course participants will acquire the knowledge and skills to be able to effectively communicate with their customers using a variety of media. It incorporates communicating with the 4 different social styles. Participants will be encouraged to consider their personal values and Emotional Intelligence, how this impacts on their ability to communicate effectively and identify their personal actions for development.

Objectives:

• Explain the importance of confident communication – understand how clear, purposeful communication builds trust and enhances the customer experience across a variety of channels
• Demonstrate how to adapt your communication – recognise the characteristics of the four social styles and tailor your approach to connect with each more effectively
• Describe how personal values and emotional intelligence influence confident communication – explore how self-awareness and empathy shape your impact in customer interactions
• Evaluate your own communication style – reflect on your communication strengths and challenges, and understand how these affect relationships and outcomes
• Identify specific actions to improve your communication – commit to personal development goals that will enhance your effectiveness in customer-facing situations

Duration: 4 hours

Assessment: Included ✓ (80% Pass, 90% Merit, 95% Distinction)

Certificate: Included ✓

Follow Up Resources: Included ✓