Communicating Effectively with Customers

  • 8 Videos | 30m 47s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
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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

  • Playable
    1. 
    Communicating Effectively with Customers
    40s
    UP NEXT
  • Playable
    2. 
    Meeting Customers' Needs
    3m 23s
  • Locked
    3. 
    Understanding Customers' Emotions
    2m 52s
  • Locked
    4. 
    Building Rapport With Customers
    3m 2s
  • Locked
    5. 
    Adapting to Customers' Competency
    2m 57s
  • Locked
    6. 
    Adapting to Customers' Communication Styles
    3m 6s
  • Locked
    7. 
    Call Flow Process
    3m 27s
  • Locked
    8. 
    Professional Writing Skills
    3m 51s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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

Digital badges are yours to keep, forever.

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