Customer Service Communication Skills

Course details

Great customer service is built on a set of teachable skills: active listening, empathy, problem-solving, and clear communication. In this course, join author and trainer Myra Golden as she teaches you how to apply each of these principles to build stronger rapport with clients. Learn how to manage expectations, take ownership of issues, and handle escalated interactions professionally using structured techniques. Myra also covers communication strategies that prevent common misunderstandings. Designed for customer service representatives, call center agents, and support specialists, this course gives you a practical foundation for raising service quality and growing your career in customer-facing roles.

Concepts

Introduction

The reality of customer service today

Core Customer Service Foundations

The enterprise standard for great service
Reading the customer s emotional starting point
Staying professional and solving problems under pressure

Listening and Building Trust

Listening for what customers really need
Empathy and clarity in the same sentence

Managing Expectations and Ownership

Setting clear expectations
Taking ownership to move issues forward
Catching escalation early

Handling Difficult and Escalated Interactions

When customers reach you after automation
A simple deescalation approach

Conclusion

Your on-the-job next steps