SayPro Documents Required Course Syllabus: An outline of the training course, detailing the topics covered and the learning objectives

SayPro Training Course Syllabus
Course Title: SayPro Professional Communication and Customer Service Training
Duration: 6 Weeks (48 hours)
Mode: In-person or Virtual
Prerequisites: None (Beginner to Intermediate level)

Course Overview:

The SayPro Training Program is designed to help individuals develop advanced communication and customer service skills that enhance both personal and professional interactions. The course is practical and outcome-oriented, focusing on key skills necessary for successful communication, handling customer interactions, and building professional relationships.

Learning Objectives:

• Develop effective verbal and non-verbal communication strategies.
• Improve active listening and empathy in customer interactions.
• Master professional phone etiquette, email communication, and in-person communication.
• Handle challenging customer situations and de-escalate conflicts.
• Learn time management techniques to efficiently address customer needs.
• Build customer loyalty through exceptional service delivery.

Course Outline:

Week 1: Introduction to Professional Communication

• Topic 1: The Power of Communication in Professional Settings
  • Understanding the role of communication in building professional relationships.
  • The importance of first impressions and establishing trust.
  • Verbal vs. Non-verbal communication.
• Topic 2: Foundations of Customer Service
  • Defining customer service and its significance.
  • Characteristics of outstanding customer service professionals.
  • Identifying the difference between customer satisfaction and loyalty.
• Objective: Gain a foundational understanding of professional communication principles and the importance of customer service.

Week 2: Verbal Communication Techniques

• Topic 1: Active Listening Skills
  • Techniques to listen attentively and understand customer needs.
  • Avoiding common listening barriers.
  • Asking the right questions to uncover concerns.
• Topic 2: Tone, Pitch, and Pace
  • How voice modulation affects communication.
  • Maintaining a positive and helpful tone.
  • Adjusting speech pace for better clarity.
• Objective: Enhance verbal communication by mastering active listening and utilizing tone effectively.

Week 3: Non-verbal Communication & Emotional Intelligence

• Topic 1: Body Language and Its Impact
  • Interpreting body language cues in customers and colleagues.
  • Understanding the role of facial expressions, posture, and eye contact.
  • Using non-verbal cues to convey empathy and understanding.
• Topic 2: Emotional Intelligence (EQ) in Customer Service
  • Identifying and managing emotions in stressful situations.
  • Recognizing emotional cues in customers to improve interactions.
  • Developing self-awareness and empathy for better service delivery.
• Objective: Learn to use non-verbal cues and emotional intelligence to strengthen communication and customer rapport.

Week 4: Professional Written Communication

• Topic 1: Email Etiquette and Best Practices
  • Structuring clear, concise, and professional emails.
  • Proper tone and language in written communication.
  • Email follow-up and responding to inquiries.
• Topic 2: Writing Professional Reports and Proposals
  • Formatting and presenting ideas clearly.
  • Tailoring your writing to your audience.
  • Tips for persuasive and informative writing.
• Objective: Develop proficiency in professional written communication through emails and documents.

Week 5: Handling Difficult Customer Interactions

• Topic 1: Managing Complaints and Conflict Resolution
  • Strategies for de-escalating tense situations.
  • Handling angry or upset customers with calmness and empathy.
  • Turning complaints into opportunities for improvement.
• Topic 2: Problem-Solving Skills for Customer Issues
  • Identifying solutions through critical thinking.
  • Collaborating with team members to resolve complex issues.
  • Managing customer expectations during problem-solving.
• Objective: Gain the skills to handle challenging customers and resolve issues efficiently.

Week 6: Time Management and Building Customer Relationships

• Topic 1: Prioritizing Customer Needs and Efficient Time Management
  • Time management techniques for managing multiple customers or tasks.
  • Balancing quality service with time efficiency.
  • Setting realistic deadlines and meeting customer expectations.
• Topic 2: Building Long-Term Customer Relationships
  • Techniques for building trust and loyalty.
  • Following up with customers to ensure satisfaction.
  • Offering personalized services to exceed customer expectations.
• Objective: Learn how to manage your time effectively while fostering positive, long-term customer relationships.

Assessment & Certification:

• Mid-Course Assessment (Week 3): A short quiz covering communication techniques and customer service basics.
• Final Assessment (Week 6): A practical scenario-based project, where participants will handle a mock customer interaction and submit a reflective report on how they would approach customer service situations.
• Certification: A certificate of completion will be awarded to participants who successfully complete the course, including passing the assessments and demonstrating proficiency in course objectives.

Recommended Reading:

1. The Art of Communicating by Thich Nhat Hanh
2. How to Win Friends and Influence People by Dale Carnegie
3. Customer Service: A Practical Approach by Elaine K. Harris

Additional Resources:

• Access to a course portal with video tutorials, discussion forums, and extra reading materials.
• Weekly Q&A sessions with the instructor to clarify doubts and receive feedback.

Instructor’s Profile:

The course will be led by an experienced communication coach and customer service expert with over 10 years of industry experience, providing real-world insights and actionable strategies to improve professional communication skills.