Effective Communication Skills

Online Customer Service Communication

Course Overview
This program contains information regarding online customer service communication suggestions. The information focuses on the following major topics: Importance of Effective Customer Service, Online Customer Service Communication, Common Customer Service Mistakes, Suggested Ways to Conduct Effective Online Customer Service, Email Customer Service Suggestions, Texting Customer Service Suggestions, Social Media Customer Service Suggestions, Online Chat Customer Service Suggestions, Customer Service Apps, Suggested Ways to Improve Customer Service Communication on Company Websites, Additional Customer Service Communication Suggestions, and Customer Service Feedback Suggestions. Before addressing these topics, however, the Importance of Effective Customer Service will be addressed. While the course is obviously appropriate for customer service personnel, all businesspeople who interact with customers and clients will find the information to be most helpful.

Learning Objectives:

Upon successful completion of this segment, you should be able to:

  • Understand the importance of effective customer service.
  • Recognize the role of online customer service communication.
  • Recognize several common customer service mistakes.
  • Identify several ways to conduct effective online customer service.
  • Recognize social media platforms that support customer service efforts.
  • Recognize online chat customer service techniques.
  • Identify commonly used customer service apps.
  • Determine ways to improve customer service communication on company websites.
  • Identify other useful techniques that enhance customer service communication.
  • Recognize 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:


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
  • Modern DHTML Compatible Browser
  • Ram: 256 MB minimum
  • Windows or Mac OS


Price (USD)

Standard Rate: $74.85


Course Code : 99INS19

Release Date : 08/02/2019
Expire Date : 08/02/2021
Credits :
CPE 3.00
QAS 3.00

Length : 2hr 30min
Course Level : Basic
Course Type : Self-Study
Passing Grade : 70%
Format Type : eLearning
Mobile Compatible
Field Of Study : Communications & Marketing

Theme : Effective Communication Skills

Returning Subscribers

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