Customer Service - Communication Strategies
3.3 (12 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
48 students enrolled

Customer Service - Communication Strategies

An introductory course about understanding the foundations of Communication Strategies in Customer Service.
3.3 (12 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
48 students enrolled
Last updated 5/2014
English
English [Auto]
Current price: $27.99 Original price: $39.99 Discount: 30% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 24 mins on-demand video
  • 1 min on-demand audio
  • 1 downloadable resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
Training 5 or more people?

Get your team access to 4,000+ top Udemy courses anytime, anywhere.

Try Udemy for Business
What you'll learn
  • Identifying the goals of Communication Strategy
  • Finding out how communication strategy works
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Description

      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): 

      ·Communication Strategies 

      ·Contact Centers 

      ·Making Decision and Assertiveness 

      ·Delivering presentations and Public Speaking 

      ·Conflict Resolution 

      ·Customer Relationship Management 

      ·Sales 

      ·Retail 

      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.   


Who this course is for:
  • Anyone looking to gain an understanding of the Communication Strategies for Customer Service and its practical application in the business environment.
Course content
Expand all 16 lectures 26:20
+ Making a Start
3 lectures 07:40

This lecture will define communication strategy and the difference between a strategy and a plan.

Preview 02:20

This lecture will discuss how we communicate and the purpose and design of a communication strategy.

Preview 02:47

This lecture will identify the principles of strategy and training.

Preview 02:33
+ Goals
2 lectures 02:02

This lecture will talk about announcing and motivating in communication strategies.

Preview 01:09

This lecture will discuss educating, informing, and supporting decision making in communication strategies.

Educating, Informing and Supporting Decision Making
00:53
+ Making it Work
3 lectures 05:16

This lecture will discuss the MAP model and its application.

MAP Model and Applying the MAP Model
02:21

This lecture will discuss context, objectives, and target audiences and the tools and tactics in communication strategies.

Context, Objectives & Target Audiences and Tools & Tactics
01:41

This lecture will discuss evaluation, measuring effectiveness, leadership, and communication in communication strategies.

Evaluation, Measuring Effectiveness, Leadership and Communication
01:14
+ Communicating
5 lectures 07:09

This lecture will discuss finding common ground, showing concern, and compassion in communication strategies.

Find a Common Ground, Showing Concern and Compassion
00:48

This lecture will discuss demonstrating cooperation and competence and being consistent and correct in communication strategies.

Demonstrate Cooperation & Competence and Being Consistent & Correct
02:01

This lecture will discuss admitting what you do not know, being complete, current, and clear in communication strategies.

Admit What you do not Know, Be Complete, Current and Clear
01:28

This lecture will talk about avoiding doublespeak and exaggeration and criticism and objections in communication strategies.

Avoid Doublespeak & Exaggeration and Criticisms & Objections
01:21

This lecture will discuss one’s responsibility and appearance in communication strategies.

Responsibility and Your Appearance
01:31
+ Certification
2 lectures 01:27

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27