Customer Service - Communication Strategies
- 24 mins on-demand video
- 1 min on-demand audio
- 1 downloadable resource
- Full lifetime access
- Access on mobile and TV
- Certificate of Completion
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- Identifying the goals of Communication Strategy
- Finding out how communication strategy works
- Basic understanding of the business industry
- Knowledge of the English language
- Completed the Custer Service Foundation course
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.
There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.
The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.
First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.
Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):
·Making Decision and Assertiveness
·Delivering presentations and Public Speaking
·Customer Relationship Management
From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.
The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.
Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam.
- Anyone looking to gain an understanding of the Communication Strategies for Customer Service and its practical application in the business environment.
This lecture will define communication strategy and the difference between a strategy and a plan.
This lecture will discuss how we communicate and the purpose and design of a communication strategy.