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Customer Service - Communication Strategies

An introductory course about understanding the foundations of Communication Strategies in Customer Service.
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Last updated 5/2014
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  • 25 mins on-demand video
  • 1 min on-demand audio
  • 9 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Identifying the goals of Communication Strategy
Finding out how communication strategy works
View Curriculum
  • 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):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·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.

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

Who 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.
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Curriculum For This Course
Expand All 25 Lectures Collapse All 25 Lectures 01:00:38
1 Lecture 01:46
Making a Start
4 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

Quiz One
2 questions

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

Reading Assignment 1
1 page
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

Quiz Two
2 questions
Making it Work
3 Lectures 05:16

This lecture will discuss the MAP model and its application.

MAP Model and Applying the MAP Model

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

Context, Objectives & Target Audiences and Tools & Tactics

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

Evaluation, Measuring Effectiveness, Leadership and Communication

Quiz Three
2 questions
6 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

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

Demonstrate Cooperation & Competence and Being Consistent & Correct

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

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

Avoid Doublespeak & Exaggeration and Criticisms & Objections

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

Responsibility and Your Appearance

Quiz Four
2 questions

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

Reading Assignment 2
12 pages
Customer Service - Communication Strategies Exercises
3 Lectures 00:00
Exercise 1
1 page

Exercise 2
1 page

Answer Guide
2 pages
Course Resources
2 Lectures 00:00

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

Communication Strategies Course Reading
13 pages

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

Quiz Answer Sheet
2 pages
4 Lectures 02:45
Exam and Evaluation Information

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



Once you've completed the 5 courses, email our exam department at 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.

Final Exam
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.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
About the Instructor
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