Communicating Effectively with Customers

Everyone
  • 8 videos | 23m 17s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.5 of 9084 users Rating 4.5 of 9084 users (9084)
Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

WHAT YOU WILL LEARN

  • Distinguish between techniques for meeting a customer's psychological and business needs
    Match techniques for understanding customers' emotions with their descriptions
    Identify the strategies used to build rapport with customers
    Identify the strategies for adapting to a customer's competency level
  • Recognize how to relate to the different communication styles
    Sequence the stages of the call-flow process
    Recognize best practices for writing professional e-mails and reports

IN THIS COURSE

  • 40s
  • 3m 23s
  • Locked
    3.  Understanding Customers' Emotions
    2m 52s
    During this video, you will learn how to match techniques for understanding customers' emotions with their descriptions. FREE ACCESS
  • Locked
    4.  Building Rapport With Customers
    3m 2s
    In this video, find out how to identify the strategies used to build rapport with customers. FREE ACCESS
  • Locked
    5.  Adapting to Customers' Competency
    2m 57s
    Learn how to identify the strategies for adapting to a customer's ability level. FREE ACCESS
  • Locked
    6.  Adapting to Customers' Communication Styles
    3m 6s
    In this video, you will learn how to recognize and relate to the different communication styles. FREE ACCESS
  • Locked
    7.  Call Flow Process
    3m 27s
    During this video, you will discover how to sequence the stages of the call-flow process. FREE ACCESS
  • Locked
    8.  Professional Writing Skills
    3m 51s
    Discover how to recognize best practices for writing professional emails and reports. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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