Writing Responses in Customer Service

Languages
Bengali + English + Hindi
Batch Size
10-20
Duration
5 hours
Investment
$$$$$
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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

  1. ​Group Discussion: Style & Tone of response = 40 minutes
  2. How to express empathy through writing = 30 minutes
  3. Handling escalations through writing; The sequence of apology and corrective action = 60 minutes
  4. Mirroring: The art of sympathetic response = 20 minutes
  5. 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
  6. 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

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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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