Customer Relations Enhancement

AESDC courses are taught using a combination of lectures, guided participation, drills, and practical/real-life communication practice. The course is designed to quickly equip participants with a degree of confidence in their own communication skills, allowing them to more readily communicate in English.

The objective of the course is to provide participants with the tools they need to turn potentially difficult situations into successful interactions.

At the end of the course, participants should be able to:

  • Recognize levels of service
  • Identify common customer expectations
  • Identify cultural differences in customer service
  • Identify behaviors that constitute fantastic service
  • Apply effective listening skills
  • Use positive language
  • Practice problem solving
  • Customer Expectations & the Benefits of Providing Excellent Customer Service
  • Governing Forces in Customer Service
  • Cultural Differences
  • Effective Listening
  • Positive Language
  • Meeting Needs: Problem Solving
  • Being Assertive in Call Handling