By the end of this workshop, participants will:
• Understand the key principles of clear, effective communication in customer support.
• Gain practical tools for handling difficult conversations with confidence.
• Learn how to model and coach great communication within their teams.
• Practice real-world scenarios through role plays to build confidence and consistency.
• Develop examples and guidelines for what “good” and “bad” communication looks like.
• Take away actionable techniques to support and train their teams.
09:00 – 09:30 | Welcome & Course Overview
• Objectives of the day
• Why communication matters in customer support
• Brief introductions & expectations
09:30 – 10:30 | Foundations of Great Customer Support Communication
• The basics: Clarity, tone, and active listening
• Telephone communication vs. written – key differences
• Common pitfalls in support communication (with examples)
10:30 – 10:45 | Break
10:45 – 12:00 | Good vs. Bad Communication: Real Examples
• Group activity: Analyse real-life examples (good and bad)
• Create initial draft of communication guidelines
• Graded assertiveness protocols – as used in the airline industry
• Role play: Spotting and fixing poor communication
12:00 – 13:00 | Lunch
13:00 – 14:30 | Handling Difficult Conversations
• Staying calm under pressure
• De-escalation techniques on the phone
• Role play: Handling complaints and tricky situations
• Peer feedback session
14:30 – 14:45 | Break
14:45 – 16:00 | Coaching and Training Your Team
• Basics of Train the Trainer: How to pass on communication skills
• Course creation and training mini masterclass
• Giving feedback to your team on their communication
• Role play: Practising giving feedback
• Finalising communication guidelines for team use
16:00 – 16:30 | Action Planning & Wrap-Up
• Key takeaways from the day
• Individual action plans: what will you do differently?
• Q&A and closing reflections
Delivery Style:
• Highly interactive, practical, and focused on real-world tools
• Role plays and group work throughout
• Focused feedback and collaborative learning