Customer Service - Communication Strategies

An introductory course about understanding the foundations of Communication Strategies in Customer Service.
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  • Lectures 25
  • Length 1 hour
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 5/2014 English

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.

Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

What are the requirements?

  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course

What am I going to get from this course?

  • Identifying the goals of Communication Strategy
  • Finding out how communication strategy works

What is the target audience?

  • Anyone looking to gain an understanding of the Communication Strategies for Customer Service and its practical application in the business environment.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Introduction
Introduction to the Program
Preview
01:46
Section 2: Making a Start
02:20

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

02:47

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

02:33

This lecture will identify the principles of strategy and training.

Quiz One
2 questions
1 page

This PDF file contains Section 2 of this course. You can download the course reading at the end of this course.

Section 3: Goals
01:09

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

00:53

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

Quiz Two
2 questions
Section 4: Making it Work
02:21

This lecture will discuss the MAP model and its application.

01:41

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

01:14

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

Quiz Three
2 questions
Section 5: Communicating
00:48

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

02:01

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

01:28

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

01:21

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

01:31

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

Quiz Four
2 questions
12 pages

This PDF file contains Section 5 of this course. You can download the course reading at the end of this course.

Section 6: Customer Service - Communication Strategies Exercises
Exercise 1
1 page
Exercise 2
1 page
Answer Guide
2 pages
Section 7: Course Resources
13 pages

This e book contains the section of Communication Strategies of the Customer Service Intermediate course in a PDF format.

2 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Section 8: Certification
Exam and Evaluation Information
01:18
1 page

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 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

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

1 page

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.

01:27

A final message from our CEO.

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Instructor Biography

The Art Of Service, Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
  • You are serious about your career
  • You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT


Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

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