.jpg?lmsauth=46bf6bfc14e5becb63e7609c0a7f779ff11d7517)
This online course provides a comprehensive understanding of effective communication in the context of customer service. Through a series of practical exercises and real-world examples, learners will develop the essential skills and techniques needed to communicate effectively with customers. The course covers topics such as the basics of effective communication, non-verbal communication, active listening in customer service, understanding customer needs, handling difficult customers, conflict resolution, building customer relationships, communication channels in customer service, email communication, and telephone communication. By the end of the course, learners will have the knowledge and confidence to communicate professionally, confidently, and empathetically with customers, enhancing customer satisfaction and loyalty.
Here is the course outline:
1. Introduction to Effective Communication in Customer ServiceThis module introduces the fundamental principles of effective communication in a customer service setting. It covers the basics of communication, non-verbal communication, and understanding customer needs. 5 sections
|
|||||
|
2. Mastering Active Listening and Handling Difficult CustomersThis module delves deeper into the essential skills of active listening and conflict resolution, equipping learners with tools to handle difficult customers and build strong customer relationships. 5 sections
|
|||||
|
3. Summary: Leveraging Communication Channels in Customer ServiceThis summary module explores the different communication channels in customer service such as email and telephone communication. It emphasizes the practical application of all the learned principles in real-life customer service scenarios. 6 sections
|
||||||
|