Management  |  Format: Flash

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.
    Catalog Number: 99INS08
    CPE Credits: 2 Registry / 2 QAS
    Author: Robert G. Insley
    Advanced Preparation:
    Course Level: Basic
    Field of Study: Communications & Marketing
    Content Partner: SmartPros Ltd.
    QAS: QAS Certified based on 50 minute hours.
    Course Type: Self-Study
    Minimum Passing Grade: 70%
    Soft/Hardware Reqs.:  Adobe Acrobat® Reader for the .pdf files
     Adobe® Flash® Player 9 or higher
     56k or Greater Internet Connection
     Modern DHTML Compatible Browser
     Ram: 256 MB minimum
     Windows or Mac OS
    Release/Expiration Dates: Feb 09, 2017 / Feb 09, 2021