Business Communication Skills Handling Clients Customers
What you’ll learn
Provide excellent customer service to ensure customer satisfaction, loyalty, and repeat business.
Exceed customer expectations by creating memorable customer service experiences.
Build rapport with customers to create a relationship of trust.
Manage challenging customers through difficult situations.
Use active listening techniques to understand customer needs.
Manage customer expectations by setting realistic expectations.
Improve your soft skills and advance your career .
And more!
Requirements
No prior experience required. You just need to be motivated to learn and grow!
Description
Whether you are looking to transition to a new career, refresh your skills, or advance in your current role, this comprehensive business communication course can help you improve your soft skills and reach your professional goals! In this training, you’ll learn how to communicate with your clients and customers to ensure they’re getting the best possible experience!Learn New Soft Skills to Grow Your CareerCommunication with customers and clients is a critical skill in any industry, and those who master it can open doors to new opportunities. Professionals who are customer-focused and able to provide excellent service are in high demand and often rewarded with better job prospects, higher pay, and increased responsibility.Invest in Your Personal DevelopmentIn addition to being important for career growth, in-demand business communication skills are great for personal development. Learning how to manage customer interactions effectively can help you build confidence, improve your communication skills, and boost self-esteem.Whether you want to take your career to the next level or simply want to learn new skills, our course is a great place to start!Looking for team training? This course can save you time and money on team training and onboarding. Get your whole team up to speed quickly and efficiently with this comprehensive training to ensure your business delivers top-notch customer service!In This Course, You’ll Learn How To:Provide excellent customer service to ensure customer satisfaction, loyalty, and repeat business.Exceed customer expectations by creating a memorable customer service experience.Build rapport with customers to create a relationship of trust.Manage challenging customers through difficult situations.Use active listening techniques to understand customer needs.Manage customer expectations by setting realistic expectations.And more!When you sign up, you’ll get instant access to:Engaging video lecturesDownloadable guides, scripts & templates Downloadable course notes you can use to review the course materialQuizzes to check your understanding Udemy’s Certificate of Achievement to boost your credentialsGet Instant Access to Start LearningAs soon as you enroll in the course you’ll have instant access to your lectures, course notes, downloadable templates, and supplementary readings. Plus, you can take the quizzes and track your progress to ensure that you’re on the right track. And when you’re done, you’ll earn a certificate of completion from Udemy to celebrate your achievements.Enroll now and let’s get started!
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Customer Service Matters
Lecture 2 Objectives
Lecture 3 Why Customer Service Matters
Lecture 4 Understanding the Value of Customer Feedback
Lecture 5 Customer Service and Brand Reputation
Lecture 6 How Customer Service Affects Customer Retention
Lecture 7 Short-Term Impact of Customer Service
Lecture 8 Long-Term Impact of Customer Service
Lecture 9 Understanding Customer Lifetime Value
Lecture 10 The Cost of Providing Poor Service
Section 3: Managing Customer Expectations
Lecture 11 Objectives
Lecture 12 The Importance of Exceeding Customer Expectations
Lecture 13 Differentiating Yourself From Competitors
Lecture 14 Transforming Customers Into Loyal Fans
Lecture 15 Increasing Your Professional Value
Lecture 16 Developing a Positive Career Outlook
Lecture 17 What Makes Outstanding Customer Service
Lecture 18 Why Speed and Promptness Matter
Lecture 19 Personalizing for a Better Customer Experience
Lecture 20 Surprise and Quality in Customer Service
Lecture 21 50 Creative Ways to Wow Your Customers
Lecture 22 Companies That Go Above and Beyond
Lecture 23 Empathy, Clarity, and Attentiveness in Customer Service
Lecture 24 Time Management, Adaptability, and Self-Control
Lecture 25 Persuasiveness and Product Knowledge
Section 4: The Power of Word-of-Mouth Marketing
Lecture 26 Objectives
Lecture 27 Understanding Customer Lifetime Value
Lecture 28 Higher Value Purchases
Lecture 29 Lower Customer Acquisition Costs
Lecture 30 Memorable Stories Are Told the Most
Lecture 31 The Power of Word-of-Mouth Marketing
Lecture 32 Social Media and Online Reviews
Lecture 33 Download: Response Templates for Online Reviews
Lecture 34 How Technology Impacts Our Communication
Lecture 35 Ease of Access
Lecture 36 Fast Response Time
Lecture 37 Reach and Penetration
Lecture 38 Stories That Went Viral
Lecture 39 A Story of Compassion
Lecture 40 A Song Goes Viral
Lecture 41 A Toy Giraffe Becomes Famous
Lecture 42 Company Policies vs. Common Sense
Section 5: How To Build Trust And Rapport Fast
Lecture 43 Objectives
Lecture 44 What Qualities Customers Expect
Lecture 45 Creating an Omni-Channel Experience
Lecture 46 Why Speed Matters
Lecture 47 Personalizing Your Interactions
Lecture 48 Download: 30+ Customer Service Emails Templates
Lecture 49 First Impressions Count
Lecture 50 Understanding Customer Needs
Lecture 51 Controlling Non-Verbal Cues
Lecture 52 Building Customer Trust
Lecture 53 Creating a Professional Image
Lecture 54 Using the Power of Your Voice
Lecture 55 Becoming Aware of Your Facial Expressions
Lecture 56 Using Your Body Language to Build Rapport
Section 6: Managing Challenging Customers
Lecture 57 Objectives
Lecture 58 What is Intentional Small Talk?
Lecture 59 Mastering the Art of Small Talk
Lecture 60 Personalizing Your Approach
Lecture 61 Understanding Emotions Behind Words
Lecture 62 Using Upbeat Language in Your Interactions
Lecture 63 Download: 60+ Positive and Negative Expressions
Lecture 64 Validating Customer Emotions
Lecture 65 Showing Gratitude to Build Relationships
Lecture 66 Professional Way to Give Suggestions
Lecture 67 Becoming Aware of Distractions in Conversations
Lecture 68 Mirroring and Non-Verbal Behavior
Lecture 69 Applying Mirroring Technique
Lecture 70 Matching Customer’s Body Language
Lecture 71 Allowing Conversation to Flow
Lecture 72 Download: 30+ Customer Service Phone Scripts
Lecture 73 Avoiding Multitasking
Lecture 74 Spotting Distracting Habits
Lecture 75 Omitting Filler Words
Lecture 76 Providing Clear and Concise Explanations
Section 7: Powerful Ways To Improve Customer Service With Active Listening
Lecture 77 Objectives
Lecture 78 Key Elements of Active Listening
Lecture 79 Practicing Active Listening Skills
Lecture 80 Avoiding Judgements in Communication
Lecture 81 Using Mirroring Technique
Lecture 82 Asking Probing Questions
Lecture 83 Coming up with Effective Questions to Ask
Lecture 84 Open-Ended vs. Closed-Ended Questions
Lecture 85 Asking Leading Questions
Lecture 86 Download: 30+ Questions to Ask Your Customers
Lecture 87 Clarifying Information
Lecture 88 Paraphrasing Information
Lecture 89 Overcoming Barriers in Communication
Lecture 90 Avoiding Internal and External Distractions
Lecture 91 Becoming Aware of Pre-Existing Beliefs
Lecture 92 Understanding Cultural Differences in Communication
Section 8: Managing Customer Expectations
Lecture 93 Objectives
Lecture 94 Setting Realistic Expectations
Lecture 95 Providing Accurate Time Estimates
Lecture 96 Ensuring Customer Satisfaction
Lecture 97 Why Customers Get Confused
Lecture 98 Ensuring Customer Understanding
Lecture 99 Reviewing Customer History
Lecture 100 Using Simple Language and Visuals
Lecture 101 Personalizing Your Interactions
Lecture 102 Managing Unreasonable Expectations
Lecture 103 Offering Alternative Solutions
Lecture 104 Turning Customer Complaints Into Opportunities
Lecture 105 Download: 30+ Customer Satisfaction Survey Questions
Lecture 106 Taking Action on Feedback
Lecture 107 Download: Customer Service Strategy Planning Template
Section 9: Complementary Career Resources
Lecture 108 Downloads: Resume & Cover Letter Templates, Interview Questions, etc.
Lecture 109 100+ Resources to Grow Your Career
Section 10: CONGRATULATIONS!
Lecture 110 Congratulations!
Customer-facing professionals and teams,Call center agents,Retail employees,IT and Help desk staff,Freelancers and business owners who interact with customers,And anyone who wants to improve their communication skills!
Course Information:
Udemy | English | 2h 43m | 1011.57 MB
Created by: Viktoriya Maya
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