Writing Responses in Customer Service
Languages
Bengali + English + Hindi
Batch Size
10-20
Duration
5 hours
Course Contents
- Identify the right style and tone of response
- Empathize effectively with the prospective or actual customers resulting in better relationship
- Learn standardized response - creating an affable, and positive customer experience
- A signature style of response evolves setting the organization apart from the rest
- Group Discussion: Style & Tone of response = 40 minutes
- How to express empathy through writing = 30 minutes
- Handling escalations through writing; The sequence of apology and corrective action = 60 minutes
- Mirroring: The art of sympathetic response = 20 minutes
- Business Case Studies: A reflection on a real set of responses from your business. Facilitator presents actual versus ideal responses one by one connecting style, tone, empathy, escalation, etc. = 90 minutes
- Coach Time: A coaching touch point with the learners, 2 weeks from the training = 60 minutes
A sample response sheet will be provided to the learners, to serve as a ready-reckoner in addition to the training.
Learners should have average writing ability in English. They should have good Grammar skills.
Instructor Profile
Driving Professional Development & Learning Content verticals to transform underprivileged youth into professionals at par with industry standards. Identifying the training needs and driving simulation, gamification, in-house and vendor driven programs.
This course includes:
100% Online Sessions
Instructor led
Customizable Syllabus
Customizable Schedule
Certificate of Completion
Training Recordings
Training Resources
Learner Assessment
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