1^st lesson free

Serannya

5 (3 reviews)

Rate R566
Response 1h

5 (3 reviews)

R566/h

1^st lesson free

Communication

Build stronger customer conversations through call control, de-escalation, empathy, and professional service communication coaching

Communication

Lesson location

- online

About Serannya

I bring more than six years of experience working in high-volume customer service and healthcare contact-center environments, where clear communication, active listening, empathy, accuracy, and professionalism were essential every day.
My experience includes helping customers understand complex information, resolving difficult service concerns, handling escalations, documenting interactions accurately, and communicating effectively with people who may be frustrated, confused, or overwhelmed. My work also expanded into quality-focused responsibilities, including reviewing customer interactions, participating in calibration sessions, identifying opportunities for improvement, and providing constructive feedback.
I understand that strong customer service is not about memorizing a script. It is about learning how to listen, communicate clearly, guide a conversation, solve problems, and remain professional even when an interaction becomes challenging.
I bring that real-world perspective to my lessons. My goal is to provide practical, encouraging instruction that helps students strengthen their communication skills and feel more prepared for real customer interactions.

About the lesson

These lessons focus on practical communication skills used in customer service, call-center, member services, healthcare support, and other customer-facing roles. Whether you are preparing for your first customer service position or want to strengthen skills you already use on the job, lessons are tailored to the areas where you need the most support.
We can work on active listening, professional phone communication, call control, empathy, de-escalation, handling difficult customers, asking effective questions, explaining complicated information clearly, documenting interactions, managing escalations, and maintaining professionalism during challenging conversations.
Rather than relying on generic scripts, we will use realistic customer scenarios and role-play. You can practice responding to situations such as an upset customer, a caller who repeatedly interrupts, a customer who does not understand an explanation, or a conversation that needs to be redirected while still making the customer feel heard.
My approach is practical and supportive. I draw from more than six years of experience working in high-volume customer service and healthcare contact-center environments, including quality-focused responsibilities reviewing customer interactions and identifying opportunities for improvement.
These lessons are especially suited for people entering or working in customer service, call centers, healthcare member services, remote customer support, and other telephone-based service roles who want to communicate more confidently and professionally.

Recommendations

Recommendations are written by the tutor's friends, family, and acquaintances.

J

Jean

I worked with Serannya for about 4 years. She was a great advocate for our members and tried to resolve all of their issues over the phone. If she didn't have an answer, she would find it and get back to them. She was always very professional yet always friendly. She was a joy to work with!
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J
Jean
I worked with Serannya for about 4 years. She was a great advocate for our members and tried to resolve all of their issues over the phone. If she didn't have an answer, she would find it and get back to them. She was always very professional yet always friendly. She was a joy to work with!
K

Kim

Serannya and I met at a past employer. She is very dedicated and encouraging. She is always willing to help wherever help is needed. I would recommend Serannya because she motivates.
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K
Kim
Serannya and I met at a past employer. She is very dedicated and encouraging. She is always willing to help wherever help is needed. I would recommend Serannya because she motivates.
L

Lopez

Serannya has been a superb professional for more than 20 years. Some of the tasks she’s handled for me include proofreading my writing, conducting difficult research, and problem-solving medical issues. She addressed every task in a timely manner, with great detail and professionalism. I would gladly send any future tasks her way. I highly recommend her services.
Read more

L
Lopez
Serannya has been a superb professional for more than 20 years. Some of the tasks she’s handled for me include proofreading my writing, conducting difficult research, and problem-solving medical issues. She addressed every task in a timely manner, with great detail and professionalism. I would gladly send any future tasks her way. I highly recommend her services.
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Rates

Rate

R566

Package rates

5h: R2670
10h: R5096

free lesson

The free first lesson with Serannya allows you to get to know the tutor and discuss your needs and expectations.

30min

online

R566/h

Details

The first 30-minute session is a complimentary consultation to discuss your goals, experience, and the areas where you would like support. “Standard coaching sessions are $35 per hour per hour and are conducted online via webcam. The complimentary consultation is intended for introductions and goal-setting; communication coaching, role-play, conflict-management practice, and other in-depth services are provided during paid sessions.
Packages may be used for ongoing professional communication coaching, phone communication practice, workplace communication, conflict management, difficult-conversation practice, speaking confidence, and customer-service communication skills. Sessions are tailored to your individual goals and conducted online.

Build stronger customer conversations through call control, de-escalation, empathy, and professional service communication coaching

Lesson location

Recommended

About Serannya

About the lesson

Recommendations

Rates

Rate

Package rates

free lesson

online

Details

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Build stronger customer conversations through call control, de-escalation, empathy, and professional service communication coaching

Lesson location

Recommended

About Serannya

About the lesson

Recommendations

Rates

Rate

Package rates

free lesson

online

Details

Similar Communication tutor profiles

Moureen

Nelson

Clifford

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Mathe

Keanan

Sinovuyo

Etienne

Mbali

Berenice

Nokubonga

Jacob

Sboniso

Ndivhaleni

Medina

Marieke

Nompumelelo Princess

Nkosinathi

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