Effective Customer Service through the Development of Soft Skills

TRAINING PROGRAM – MULTI COMPANY VITAL IMPORTANCE

Frontline customer service employees are often required to manage clients under time pressure, without applying strategies or structured techniques for managing work-related stress. As a result, productivity and team interpersonal relationships may be affected. The lack of training in personal (soft) skills—such as active listening and empathy—can significantly impact the quality of customer experience and service.

For this reason, the program “Effective Customer Service through the Development of Soft Skills” is designed to equip participants with the knowledge, skills, and attitudes to:

• Manage time pressure and make sound decisions under stress
• Apply active listening to better serve customers
• Perform their duties within a collaborative work environment

The purpose of this program is to help trainees identify and develop their personal skills in order to strengthen their autonomy and effectiveness in customer management at work. Through this training, participants will gain knowledge, skills, and attitudes on how to utilize and support their personal competencies to deliver optimal customer service.

Main Objectives of the Program

• Upon completion of the program, participants will be able to:
• Define a personal purpose based on values, strengths, and influences.
• Identify elements of purpose that support workplace growth.
• Create a self-improvement plan linking strengths/weaknesses to job situations.
• Use active listening and empathy technique for difficult customers.
• Build a positive language vocabulary to support customers emotionally.
• Identify key workplace stressors affecting performance.
• Apply quick stress-relief techniques to regain focus.
• Evaluate three approaches for managing difficult customers.
• Use team-based decision-making techniques.

Target Audience

The training program is aimed at frontline customer service personnel—those in direct contact with customers—who work in roles across a variety of sectors and environments, such as:

• Retail stores (e.g. sales assistants, cashiers)
• Hotels and tourism businesses (e.g. receptionists, concierges)
• Restaurants and cafés (e.g. waitstaff, baristas)
• Banks (e.g. customer service at counters or office desks)
• Customer service centers / call centers
• Public services and organizations (e.g. Citizens’ Service Centers, hospitals, public insurance offices)
• Transportation and travel (e.g. airport staff, public transport drivers)

Their main responsibility is to serve, inform, and manage customer needs or complaints, often acting as the face and voice of the business or organization, representing its image and values.

Content

• Personal Purpose, Self-Awareness, and Personal Development Goals in the Workplace
• Communication & Emotional Intelligence (EQ) in Customer Service
• Resilience & Stress Management in the Workplace
• Handling Difficult Customers & Managing Complaints
• Developing Initiative & Autonomy

Participants who successfully complete the training program will be awarded a certificate of attendance from MUSICERA KEK, which will bear the logo of the Human Resource Development Authority (HRDA) as an approved training program.