Group course details
-
1. Use clear, polite language for customer service
Communicate with customers using clear and professional language.
-
2. Understand customer needs and identify the problem
Ask the right questions to understand customer issues.
-
3. Handle dissatisfied customers professionally
Respond calmly and professionally to unhappy customers.
-
4. Communicate effectively in writing via email or chat
Write clear and helpful responses in email and chat.
-
5. Speak confidently in spoken channels, like video or phone
Handle customer conversations confidently by phone or video.
-
6. Clarify misunderstandings before they escalate
Resolve confusion early by checking understanding.
-
7. Show empathy across different cultures and channels
Express empathy when communicating with diverse customers.
-
8. De-escalate and handle customer escalations
Manage difficult situations and calm frustrated customers.
-
9. Express empathy in chat and written replies
Use supportive language in written customer communication.
-
10. Put it all into practice
Apply your skills in realistic customer service scenarios.
About this course:
Develop professional language, empathy, and clarity to handle customer questions, issues, and difficult interactions.
Designed for professionals who support customers via phone, email, or chat, this course builds the language and confidence your team needs to handle service interactions with clarity, empathy, and professionalism. Learners will strengthen their communication in high-pressure or emotionally charged situations, developing the tools to handle complaints, de-escalate conflict, and deliver a consistently positive experience in English.
Why this course:
86% of customers say a single bad service experience can drive them away for good (PwC, 2023). This course gives your team the language, tone, and confidence to resolve issues quickly and empathetically, improving CSAT scores, building trust, and protecting customer loyalty.
Real communication. Real progress. In just 3 months.
Talaera’s group courses are designed to build lasting communication skills through targeted, high-impact learning blocks of 10 sessions (3 months).
Pick start date
Pick your preferred start date. Our coaches are available in all time zones.
Easy setup
Easy setup. We handle onboarding, scheduling, reminders, and learner support.
Engagement tracking
Get engagement metrics, surveys, and detailed attendance reports.
