New Brunswick
11. Achieving mastery in respectful communication across all interactions
11.3 Interpersonal Strategies Customer Service
Chapter 11.3
Master Professional Customer Service Communication Strategies
Develop essential interpersonal skills for exceptional customer service through active listening, conflict resolution, and professional communication techniques.
What You'll Learn
Students master active listening techniques for understanding customer concerns
De-escalation strategies help manage difficult customers and resolve conflicts
Professional communication builds positive relationships through empathy and respect
Key vocabulary includes de-escalation, mirroring, paraphrasing, and emotional intelligence
What You'll Practice
1
Students practice handling upset customers in retail and service
2
Scenarios include returns, complaints, and time-sensitive customer requests
3
Questions test de-escalation, active listening, and professional communication
Why This Matters
Mastering customer service communication strategies prepares students for workplace success while developing essential interpersonal skills for building positive relationships throughout life.
This Unit Includes
Practice exercises
Learning resources
Skills
Customer Service
Active Listening
Conflict Resolution
Professional Communication
Interpersonal Skills
NB Curriculum Aligned
