Professional Staff Training & Workplace Excellence
Customer Communication, Listening & De-escalation
Customer Communication, Listening & De-escalation is a course in Telecommunications & Customer Service Excellence Academy. 10 lessons covering Active Listening — Hearing What the Customer Actually Means; Empathy Without Losing Control of the Conversation; Clear, Jargon-Free Explanation Under Pressure.
10 published lessons · Online learning · Part of Learn & Grow
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What this course covers
- Active Listening — Hearing What the Customer Actually Means · 15 min
- Empathy Without Losing Control of the Conversation · 15 min
- Clear, Jargon-Free Explanation Under Pressure · 15 min
- Questioning Techniques — Getting to the Real Issue Fast · 15 min
- Managing Difficult Tones Without Becoming Defensive · 15 min
- De-escalation Frameworks — From Heated to Calm · 15 min
- Written Communication — Emails, Chats, and Tickets That Read Professionally · 15 min
- Cultural and Language Sensitivity Across Nigeria's Diverse Customer Base · 15 min
- Saying No Without Losing the Customer · 15 min
- Capstone — Your Personal De-escalation and Communication Playbook · 20 min
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This course belongs to Telecommunications & Customer Service Excellence Academy. Explore the full academy to see the other courses in this learning path.
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