Business Communication Skills: Handling Clients & Customers

Soft Skills Training | Social Skills | Business Etiquette | Business English | Customer Service Training

4.50 (5148 reviews)
Udemy
platform
English
language
Sales
category
instructor
14,885
students
2.5 hours
content
Mar 2024
last update
$69.99
regular price

What you will 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!

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 Career

Communication 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 Development

In 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 lectures

  • Downloadable guides, scripts & templates

  • Downloadable course notes you can use to review the course material

  • Quizzes to check your understanding

  • Udemy's Certificate of Achievement to boost your credentials


Get Instant Access to Start Learning

As 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!


Content

Introduction

Introduction

Customer Service Matters

Objectives
Download Lecture Notes
Why Customer Service Matters
Understanding the Value of Customer Feedback
Improving Brand Reputation
Quiz 1
How Customer Service Affects Customer Retention
Short-Term Impact of Customer Service
Long-Term Impact of Customer Service
Understanding Customer Lifetime Value
The Cost of Providing Poor Service
Quiz 2

Managing Customer Expectations

Objectives
Download: Lecture Notes
The Importance of Exceeding Customer Expectations
Differentiating Yourself From Competitors
Transforming Customers Into Loyal Fans
Increasing Your Professional Value
Developing a Positive Career Outlook
What Makes Outstanding Customer Service
Why Speed and Promptness Matter
Personalizing for a Better Customer Experience
Surprise and Quality in Customer Service
50 Creative Ways to Wow Your Customers
Quiz 1
Companies That Go Above and Beyond
Empathy, Clarity, and Attentiveness in Customer Service
Time Management, Adaptability, and Self-Control
Persuasiveness and Product Knowledge
Quiz 2

The Power of Word-of-Mouth Marketing

Objectives
Download: Lecture Notes
Understanding Customer Lifetime Value
Higher Value Purchases
Lower Customer Acquisition Costs
Memorable Stories Are Told the Most
The Power of Word-of-Mouth Marketing
Quiz 1
Social Media and Online Reviews
Download: Response Templates for Online Reviews
How Technology Impacts Our Communication
Ease of Access
Fast Response Time
Reach and Penetration
Stories That Went Viral
A Story of Compassion
A Song Goes Viral
A Toy Giraffe Becomes Famous
Company Policies vs. Common Sense
Quiz 2

How To Build Trust And Rapport Fast

Objectives
Download: Lecture Notes
What Qualities Customers Expect
Creating an Omni-Channel Experience
Why Speed Matters
Personalizing Your Interactions
Download: 30+ Customer Service Emails Templates
Quiz 1
First Impressions Count
Understanding Customer Needs
Controlling Non-Verbal Cues
Building Customer Trust
Creating a Professional Image
Using the Power of Your Voice
Becoming Aware of Your Facial Expressions
Using Your Body Language to Build Rapport
Quiz 2

Managing Challenging Customers

Objectives
Download: Lecture Notes
Wha is Intentional Small Talk?
Mastering the Art of Small Talk
Personalizing Your Approach
Understanding Emotions Behind Words
Using Upbeat Language in Your Interactions
Download: 60+ Positive and Negative Expressions
Quiz 1
Validating Customer Emotions
Showing Gratitude to Build Relationships
Professional Way to Give Suggestions
Becoming Aware of Distractions in Conversations
Mirroring and Non-Verbal Behavior
Applying Mirroring Technique
Matching Customer's Body Language
Allowing Conversation to Flow
Download: 30+ Customer Service Phone Scripts
Avoiding Multitasking
Spotting Distracting Habits
Omitting Filler Words
Providing Clear and Concise Explanations
Quiz 2

Powerful Ways To Improve Customer Service With Active Listening

Objectives
Download: Lecture Notes
Key Elements of Active Listening
Practicing Active Listening Skills
Avoiding Judgements in Communication
Using Mirroring Technique
Asking Probing Questions
Coming up with Effective Questions to Ask
Open-Ended vs. Closed-Ended Questions
Asking Leading Questions
Download: 30+ Questions to Ask Your Customers
Clarifying Information
Paraphrasing Information
Quiz 1
Overcoming Barriers in Communication
Avoiding Internal and External Distractions
Becoming Aware of Pre-Existing Beliefs
Understanding Cultural Differences in Communication
Quiz 2

Managing Customer Expectations

Objectives
Download: Lecture Notes
Setting Realistic Expectations
Providing Accurate Time Estimates
Ensuring Customer Satisfaction
Why Customers Get Confused
Ensuring Customer Understanding
Reviewing Customer History
Using Simple Language and Visuals
Quiz 1
Personalizing Your Interactions
Managing Unreasonable Expectations
Offering Alternative Solutions
Turning Customer Complaints Into Opportunities
Download: 30+ Customer Satisfaction Survey Questions
Taking Action on Feedback
Download: Customer Service Strategy Planning Template
Quiz 2

Complementary Career Resources

Downloads: Resume & Cover Letter Templates, Interview Questions, etc.
100+ Resources to Grow Your Career

CONGRATULATIONS!

Congratulations!

Screenshots

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Reviews

Prarthana
October 16, 2023
Most of the techniques and tricks explained in this training programme are practiced by me unkowningly. But its a great way to infrastructure by exisitng kowledge while dealing customer service.
Ndavheleseni
September 30, 2023
it was a good match .it really helped with my people skills and my softskills with verbal communication
Evelyn
September 26, 2023
THIS COURSE HAS HELPED ME UNDERSTAND CUSTOMERS BETTER BY PERSONALIZING CONVERSATIONS AND THE POWER OF WORD OF MOUTH MARKETING.
Sebastian
September 10, 2023
The course was very engaging, straight to the point and very proctical. An exellent course for this topic. Thank you.
Tiffani
August 30, 2023
One of the questions was incorrect on how Technology impacts the customer. Even the response to the answer has the ones that are correct that are options but those were counted wrong by this system.
Jakub
August 23, 2023
Course included useful tips and additional materials, that i believe might be quite useful during cooperation with customers
Helen
August 2, 2023
It has helped me improve my Knowledge and Skill set. I also feel Competent enough I have learnt the benefits of customer retention in business
Vivian
July 13, 2023
I really enjoyed this course! I have been in Customer Service oriented roles for a long time and this course allowed me to think about how my current interactions with fresh eyes. My only issue is that some of the quizzes were counting the correct answers as wrong answers.
Abhijit
June 15, 2023
Quiz design is poor. Some answers are right but system shows it wrong. Apart from that course is well designed.
Andrew
May 22, 2023
I understand the course content really well. As a Sales person this course is really important to me and upto my expectations
Phindile
May 22, 2023
I've learned how important a good customer service is and how important it is to give my best when dealing with the customer.
Abisha
May 8, 2023
The content is great and informative, but the speaker is quite fast in explanations and each chapter seems very short to put one's undivided concentration.
Roshini
April 19, 2023
It is very Informative, explains how poor customer services can impact ones business and Survey can help better ones business.
Rowil
February 18, 2023
This course is an excellent starting point for those pursuing a career in customer service. To enhance the learning experience, I would recommend adding PDF resources about each lesson.
Vuong
February 7, 2023
The course provides good knowledge about customer service and helps me better understanding on how to deliver good customer service.

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4787816
udemy ID
7/18/2022
course created date
7/23/2022
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