Executive Development Programme in Communication for Customer Service: Client Relations
-- ViewingNowThe Executive Development Programme in Communication for Customer Service: Client Relations is a certificate course designed to enhance communication skills in a customer service context. In an era where customer experience is a key differentiator, this programme is increasingly important for professionals seeking to advance their careers.
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โข Understanding the Importance of Communication in Customer Service: This unit will cover the critical role of effective communication in building strong client relationships and creating a positive customer experience.
โข Active Listening and Empathy: This unit will focus on the importance of active listening and empathy in understanding customer needs and resolving issues.
โข Clear and Concise Communication: This unit will cover best practices for clear and concise communication, including using simple language and avoiding jargon.
โข Effective Email Communication: This unit will provide tips and strategies for writing effective customer service emails, including proper formatting and tone.
โข Handling Difficult Customer Situations: This unit will address how to handle difficult customer situations, such as addressing angry or upset customers and de-escalating conflicts.
โข Body Language and Nonverbal Communication: This unit will cover the importance of body language and nonverbal communication in face-to-face customer interactions.
โข Cross-cultural Communication: This unit will address the challenges of cross-cultural communication and provide strategies for effectively communicating with customers from diverse cultural backgrounds.
โข Customer Feedback and Continuous Improvement: This unit will cover the importance of collecting and using customer feedback to improve communication and customer service skills.
โข Communication Skills for Leadership: This unit will address the role of effective communication in leadership and provide strategies for communicating effectively with team members and other stakeholders.
Note: These units are suggestions and can be adjusted as per the requirement of the organization and the level of the participants.
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