Effective Communication Skills for Customer Service Teams Training in Nakuru, Kenya by EduCore Global Skills

Module 1: Customer Service Communication Foundations

Core competencies for Customer Service Communication Foundations.

• Customer intent, emotion, and resolution outcomes
• Active listening and verbal acknowledgement techniques
• Communication barriers across voice and digital channels
• Customer expectations, authority limits, and commitments
• Exercise: Map a customer conversation lifecycle

Module 2: CSAT Customer Service Communication Analysis

Core competencies for CSAT Customer Service Communication Analysis.

• Customer Satisfaction Score calculation and interpretation
• Customer Effort Score question and response analysis
• Net Promoter Score relationship to service interactions
• CRM disposition data and repeat-contact indicators
• AI-assisted sentiment analysis at operational application depth
• Exercise: Build a communication measurement baseline

Module 3: Active Listening for Customer Service Communication

Core competencies for Active Listening for Customer Service Communication.

• Active listening cues for voice and chat
• Open, closed, probing, and confirming questions
• Question funnels for complex customer enquiries
• Paraphrasing, summarizing, and confirmation checks
• Speech analytics indicators for interruption and silence
• Exercise: Design a customer diagnosis checklist

Module 4: DESC Customer Service Communication Scripts

Core competencies for DESC Customer Service Communication Scripts.

• DESC model structure and service applications
• Empathy statements grounded in customer evidence
• Boundary language for unavailable customer requests
• De-escalation pacing, tone, and word choice
• Service recovery options and commitment control
• Exercise: Draft three DESC recovery scripts

Module 5: SBAR Customer Service Communication Escalations

Core competencies for SBAR Customer Service Communication Escalations.

• SBAR structure for customer service handovers
• Situation summaries and customer impact statements
• Background evidence from CRM interaction histories
• Assessment language within role authority
• Recommendation statements and ownership confirmation
• Exercise: Create an SBAR escalation brief

Module 6: CRM Customer Service Communication Channels

Core competencies for CRM Customer Service Communication Channels.

• Voice, email, and chat message adaptation
• CRM notes, dispositions, and commitment records
• Knowledge base use for consistent explanations
• Automated response routing and human review controls
• Data privacy in customer interaction documentation
• Exercise: Rewrite an omnichannel response sequence

Module 7: ISO 10002 Customer Service Communication

Core competencies for ISO 10002 Customer Service Communication.

• ISO 10002:2018 complaints-handling principles
• ISO 10001:2018 customer satisfaction codes of conduct
• Complaint acknowledgement and expectation setting
• Case progress updates and closure communication
• Complaint trend analysis for corrective action
• Exercise: Conduct a complaint communication audit

Module 8: Customer Service Communication Scorecards

Core competencies for Customer Service Communication Scorecards.

• Interaction quality scorecard design
• CSAT, CES, and repeat-contact dashboard selection
• Coaching observations and calibration records
• Management reporting and improvement narratives
• Digital-first progress reporting and team buy-in
• Exercise: Develop a 90-day communication action plan

How is Effective Communication Skills for Customer Service Teams Training delivered?

Effective Communication Skills for Customer Service Teams Training is delivered through instructor-led classroom, live online, private in-house corporate training depending on the selected cohort or organizational arrangement.

What are the fees for Effective Communication Skills for Customer Service Teams Training?

The published course investment is KES 112,000 and USD 1,400. Location-specific fees are shown where configured.

How long is Effective Communication Skills for Customer Service Teams Training?

Effective Communication Skills for Customer Service Teams Training runs for 5 Days unless a customized corporate schedule is agreed.

Do participants receive a certificate for Effective Communication Skills for Customer Service Teams Training?

Participants who complete the course receive a Certificate of Completion from EduCore Global Skills.

Where can I take Effective Communication Skills for Customer Service Teams Training?

Effective Communication Skills for Customer Service Teams Training is available in Nakuru, Kenya. Current dates are shown only where real sessions have been configured.

Who should attend Effective Communication Skills for Customer Service Teams Training?

Effective Communication Skills for Customer Service Teams Training is designed for Sales Teams, Marketing Officers, Business Development Officers, Account Managers, Customer Service Teams, Professionals and organizations that need practical capability in Customer Experience, Sales, and Marketing Excellence.

What are the prerequisites for Effective Communication Skills for Customer Service Teams Training?

No mandatory prerequisite is required unless stated in the course outline. Practical workplace experience in the subject area is helpful.