TI Business English Communication for Customer Service


Do your customer service representatives struggle to respond to customer’s difficult questions and complaints orderly? Are your customers unsatisfied because their root problems or concerns were not adequately addressed?

No matter how skilled and knowledgeable our customer service representatives, customers will become disgruntled if our representatives do not possess next-level customer service techniques and practical problem-solving skills.

It becomes more challenging to translate our polite and courteous intonation into writing, a form of response customers can’t hear or see, making them interpret the message in their own voices.

But what if a CS team was trained with advanced techniques to be warm and empathetic in writing? What if they carefully read through and in between the lines without jumping to conclusions? What if they understood customer’s frustrations and were trained to help them feel at ease and to give them the proper assurances just by the way they write?

Instead of focusing on KPIs, let’s aim to go above and beyond in serving our customers, and to exceed their expectations by effectively addressing and solving problems for them?

It’s proven that customers make future business decisions based on feelings such as trust and loyalty. When we go above and beyond to serve our customers, we are strongly reinforcing those positive feelings. In such a situation, they can’t help themselves from recommending our products / services to others as well!

In this regard, Iman trains your employees to harness powerful business writing skills by understanding by building rapport and understanding basic human behaviour, as well as her years of people management experience, in this engaging programme to immediately help your customer service representatives delight customers with next-level uplifting customer service techniques!

Learning Objectives

This programme seeks to inculcate into each participant through interactive learning, re-writing exercises, and role-playing next level uplifting customer service skills so they can solve problems for the customer thoroughly, save time and costs, and give them an excellent experience. At the end of the workshop, participants shall hold in their hands' specific skills, concepts and experiences that can propel themselves and the organization toward excellent customer service.


Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you've already accumulated. They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization's success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Learning Objectives

Upon completion of the session, participants will be able to:

Employ powerful Business Writing skills that speak directly to customer needs and emotions

Foster an excellent uplifting customer service culture, going above and beyond to serve their customers

Take feedback or complaints constructively, and to apply the skills of empathetic communication

Enter every customer interaction with the correct confidence, energy, good will and the enthusiasm to serve

When customers have complaints, how to choose the right words to address their concerns and desires through effective and concise writing

Employ advanced critical thinking and problem-solving techniques to convert customer complaints into sincere compliments, turning disgruntled customers into long term loyal customers!

Learning Outline

Welcome and Introductions / Ground Rules and Icebreaker

Module 1: Developing an Uplifting Customer Service Culture
  • An introduction to developing fundamental customer service principles and to improve the customer experience whether through live chat sessions or messaging
  • Establish the common service language for your organization’s customer service standards (helpfulness, response time, escalation, conflict resolution), so every member is aligned with your organization’s priorities and objectives
  • How to always go into every customer interaction full of confidence, energy, good will and the enthusiasm to serve
  • Customised Interactive Activities - Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach
Module 2: Addressing Customer’s Pains with Empathy
  • Now that we know how to pinpoint customer’s real problems through active listening and empathy, participants will learn to convey their empathy with the correct choice of words and expression.
  • Identify empathy words that will allow customers to feel understood and safe to share their concerns to heighten customer experience
  • Making communication effective through the communication model by displaying body language and intonation that complements words of expression
  • Customised Role-Playing Exercises - Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach
Module 3: Uplifting Customer Service with Improved Grammar Structure
  • Understanding the difference of using words that represent the past and present in handling customer’s needs
  • Writing in the future tense to manage customer’s expectations of turnaround time, policies, results, outcomes, and decisions
Module 4: Professional Chat Etiquette: Overcoming Objections and Winning Customers Over
  • Participants will learn techniques to courteously agree and disagree with customers while inviting them to share their suggestions and solutions
  • Chat Etiquette for Business Communication to reply to complaints and objections in a convincing manner and maintain a strong and trusted customer relationship at the end of the written conversation
  • Customised Role-Playing Exercises - Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

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