Course Outline
Module 1: Foundations of Effective Service Communication

• Principles of clear service communication

• Understanding communication barriers

• Case study: How clarity reduced errors by 40% at a tech support center

Module 2: Structuring Service Conversations

• The STAR method for service interactions

• Effective questioning techniques

• Workshop: Structure a complex service explanation

Module 3: Positive Language and Tone

• Converting negative phrases to positive solutions

• Maintaining professional tone under pressure

• Role play: Handling a frustrated customer with positive language

Module 4: Adapting to Customer Styles

• Recognizing different communication styles

• Adjusting approach for better understanding

• Group activity: Adapt explanations for different customer types

Module 5: Practical Application

• Real-world scenario practice

• Peer feedback and coaching

• Final assessment: Handling simulated customer interactions