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Customer Service: Communication Strategies


OfCourse

Summary

Price
Save 76%
£12 inc VAT (was £49)
Offer ends 31 December 2020
Study method
Online, self-paced
Duration
3 Hours
Qualification
No formal qualification
Additional info
  • Tutor is available to students
  • Certificate of completion available and is included in the price

1 student purchased this course

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Overview

This Customer Service course was created to help you communicate authentically in the social media era. You will learn how to prioritize, diagnose, and solve customer issues. Learn how to generate revenue by building loyal communities of customers and lead through small acts of service.

Course media

Description

Course Highlights

  • Includes 24 lectures, over 1.5 hrs of video content and tutorials.
  • Learn how to prioritize, diagnose, and solve customer issues
  • Lead through small acts of service and be able to communicate authentically in the social media era.
  • Mirror tone and provide social customer care for a global base of digitally-connected users.
  • This course is suitable for early-career professionals looking to join customer service teams or product teams and entrepreneurs.

Course Overview

This course is ideal for early-career Professionals, Product Teams, and Entrepreneurs. It is the perfect asset for anyone wanting to work in the customer service industry and wants to learn about what makes great customer service. Learn how to monitor your brand on social media, blogs, and other digital channels.

Instructor Bio

Prior to starting Eazl, Davis was a professional recruiter with Robert Half International, the publicly-traded agency recruitment firm with ~$5.4 billion in annual revenues. He worked in the San Francisco market, where he identified, recruited, and placed top talent with firms in biotechnology, high-tech manufacturing, financial services, and other industries.

Course Curriculum

Introduction

  • Introduction
  • 5 principles of customer service
  • Course Objectives

How to Solve Customer Issues in a Community-first Context

  • How increased connectivity is changing customer service
  • The IPX System: How to Diagnose a Problem
  • Know what has to be done
  • Solving problems
  • Problem solving action

What Social Media and Smartphones Mean for Customer Service

  • What’s Different about Customer Care on the Social Web?
  • The 5 Most Common Social Care Interactions
  • SideBYSide: Tone Mirroring for the Global Digital Community
  • Learn a Framework for Prioritizing Social Care Requests
  • SideBYSide: a Quick Tour of Four Social Monitoring Tools
  • Three Case Studies in Social Care Excellence

How to Generate Revenue through Compassionate Service

  • The Cost of Attracting Customers is Rising
  • 3 Ways to Create a Culture of Compassion around Customer Service
  • The Four Opportunities to Convert Customer Service into Revenue
  • The Apple Case Study: Increasing the LTV through Customer Service
  • Let's Wrap and Get You Your Certificate

Why Choose OfCourse Learning?

- All courses are taught by verified experts

- Students enjoy 24/7 access to their courses

- Courses can be accessed on any device

- Students get lifetime access to their courses so they can work at their own pace

- On completion, students receive a course certificate from a recognised educational institution

- Become a part of a global learning community where you can talk with teachers and students about the course

Who is this course for?

  • Anyone in a customer facing role
  • E-Commerce Entrepreneurs
  • Social Media Managers Dealing with customers

Requirements

There are no prerequisites for this course

Career path

Become a customer success agent

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.

Provider reviews

3.6
Provider rating
74%
Service
72%
Content
72%
Value
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