Customer Communication Soft Skills

In this interactive one-day workshop, participants will gain the mindset and practical tools to:
 

• Recognise early escalation signals and address concerns before they become formal complaints

• Apply curiosity, active listening and empathy in real customer scenarios

• Communicate difficult messages with clarity, confidence and transparency

• Separate operational issues from communication breakdowns

• Handle complaints constructively while preserving trust

• Strengthen internal collaboration to ensure one coherent customer narrative

• Replace reactive updates with proactive, structured communication

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This workshop focuses on what participants can control: their behaviour, their communication style and their impact on customer confidence.

By the end of the workshop, delegates will:

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• Understand why many escalations are caused by communication gaps rather than the issue itself

• Be able to apply a structured customer-centric mindset in daily interactions

• Practise advanced listening and questioning techniques

• Communicate uncertainty without creating anxiety

• Reframe complaints using empathy and accountability

• Develop personal commitments to improve their communication impact immediately

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Participants will leave with practical techniques that can be applied the very next day in emails, calls and meetings.

This workshop is suitable for professionals responsible for customer interaction, including:

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• Customer Service and Support teams

• Order handling and operations teams

• Sales and account management professionals

• Technical specialists interacting with customers

• Team leaders and supervisors

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No prior CX knowledge is required. The course is practical, scenario-based and applicable across industries.

SESSION 1:  Setting the Scene
 

• Communication in complex delivery environments

• Escalation: symptom vs root cause

• Why tone and intent matter more than scripts

• Recognising early warning signs of dissatisfaction
   

SESSION 2:  From Mindset to Behaviour Under Pressure
 

• From soft skills to daily behaviour

• Curiosity, listening, empathy, collaboration and accountability

• Moving from scripted responses to intentional communication

• Self-assessment of current strengths and gaps
   

SESSION 3: Listening That Prevents Escalation
 

• Active listening techniques and second-level questioning

• Listening for intent, not just facts

• The three types of empathy and when to apply them

• Reframing complaints through acknowledgement rather than defence

• Practical exercise: rewriting real complaint responses
   

SESSION 4: One Clear Message: Alignment and Accountability
 

• One voice to the customer

• Internal alignment before external communication

• Communicating uncertainty with confidence

• Role play: handling a customer issue constructively
   

SESSION 5: Communicating with Structure and Certainty
 

• Small behavioural adjustments with large impact

• Structuring updates clearly and proactively

• Reinforcing positive communication behaviours

 

SESSION 6: Integration & Action Planning
 

• Personal communication commitments

• One behaviour to stop, start and reinforce

• Immediate next steps for improved customer interactions

The workshop costs CHF 450 per person.

Payment can be made via credit card or direct bank transfer.
 

The following discounts apply:

•        If you sign up simultaneously for one of our other
         courses, you will receive a 10% discount.

•        Contact info@cx-excellence.com for group pricing (3
          participants or more)
 

Cancellation terms:

•        2 weeks or earlier before the course: 100% refund

•        Less than 2 weeks but more than a week before the
          course: 50% refund

•        1 week or less before the course: No refund

•        In case you are unable to attend and wish to transfer
          your spot to someone else, this is possible at no
          charge (we just ask that you advise us beforehand)