The Retail Service as a Strategic Communicator

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About Course

Master strategic communication skills to build trust, strengthen service culture, handle challenging customer situations, and turn better communication into improved customer satisfaction.

What Will You Learn?

  • 1. Communicate clearly and consistently to create a strong service culture.
  • 2. Deliver customer interactions that build trust and confidence.
  • 3. Influence team cooperation through structured and purposeful communication.
  • 4. Handle difficult situations calmly using empathy and clarity.
  • 5. Translate communication into measurable service outcomes and improved customer satisfaction.

Course Content

Module 1 – Communication as the Foundation of Customer Service
Outcome: Participants understand that every service moment begins and ends with communication.

Module 2 – The 4 Communication Styles in Service
Participants will learn: - How different customers and team members process information - How to adjust communication style without losing authenticity - How to prevent misunderstandings across styles

Module 3 – Six Essential Skills for Service Communication
This module strengthens both verbal and non-verbal service delivery.

Module 4 – The 6 Laws of Influencing in Service
Customer service is not about pushing — it is about influencing.

A business growth platform by

EIST Growth Circle Sdn Bhd.

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