Effective Communication Skills

Communication Skills for Effective Customer Service (Updated)

Course Overview
This program contains information regarding recommended customer service communication skills. The information focuses on the following major topics: Customer Service Communication, Rules for Effective Customer Service Communication, Social Media Customer Service, Verbal Customer Service Techniques, Phone Customer Service Communication Suggestions, Nonverbal Customer Service Techniques, Role of Effective Listening in Customer Service, Writing Effective Customer Service Messages, Other Useful Customer Service Communication Techniques, and Role of Feedback in Customer Service Communication. Before addressing these topics, however, the Importance of Effective Customer Service will be discussed. While the course is obviously appropriate for customer service representatives, all business people who interact with customers will find the information to be most helpful.



Learning Objectives:

After completing this course, the course participant should be able to:

  • Recognize the importance of effective customer service.
  • Identify rules for effective customer service communication.
  • Recognize social media customer service practices.
  • Identify techniques that enhance verbal and nonverbal customer service communication.
  • Recognize listening techniques that contribute to effective customer service.
  • Identify techniques that enhance written customer service communication.
  • Point out other useful techniques that enhance customer service communication.
  • Identify recommended practices pertaining to customer service feedback.

  • Content Partner:

    SmartPros Ltd.

    SmartPros Ltd. is a leader in online and offline continuing education for
    accounting, finance and engineering professionals. With over 2,000 hours of
    content, SmartPros has been providing mandatory continuing education
    products since 1981. SmartPros provides services and content to its
    professional and corporate clients, in a variety of media including Web, CD
    ROM, and video. In the accounting market, SmartPros also has a predominant
    news and information portal which receives 200,000+ visits per month and
    provides services to over 100,000 subscribers. SmartPros' customers include
    50% of the Fortune 500, as well as the major firms and associations in each
    of its professional markets.


    Prerequisites/Advanced Preparation:

    None

    Speaker / Author:

    Robert G. Insley
    Robert G. Insley is an Associate Professor in the Department of Management at the University of North Texas where he is the coordinator of the business communication course offerings for the College of Business Administration. A graduate of Northern Illinois University, Dr. Insley's teaching and research interests include all aspects of business communication. He has articles published in such journals as The Journal of Business Communication, Business Communication Quarterly, Journal of Business Ethics, Journal of Business & Entrepreneurship, and the Journal of Computer Information Systems and has presented papers at numerous professional conferences. He has also reviewed numerous business communication, organizational behavior, and management textbooks, CD-ROM programs, and journal manuscripts and has contributed to several newspaper articles. Dr. Insley has also developed and conducted training sessions on a variety of business communication topics for several corporations and is an active member of the Association for Business Communication. Dr. Insley's most current teaching award is that of University Honor Professor.

    Software & Hardware Requirements:

    • 56k or Greater Internet Connection
    • Adobe Acrobat® Reader for the .pdf files
    • Adobe® Flash® Player 9 or higher
    • Modern DHTML Compatible Browser
    • Ram: 256 MB minimum
    • Windows or Mac OS

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    Price (USD)

    Standard Rate: $49.90

    Details

    Course Code : 99INS08

    Release Date : 02/09/2017
    Expire Date : 02/09/2021
    Credits :
    CPE 2.00
    QAS 2.00

    Length : 1hr 40min
    Course Level : Basic
    Course Type : Self-Study
    Passing Grade : 70%
    Format Type : eLearning
    Mobile Compatible
    Field Of Study : Communications & Marketing

    Theme : Effective Communication Skills

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