THE CHANGING WORLD OF CUSTOMER COMMUNICATIONS EXCELLENCE
This course builds on the principles delivered in the ‘Customer Service Excellence – The Fundamentals’ course and focuses on the need to deliver communications excellence with all customer segments within your business.
It identifies and explains the communications journey into today’s interactive world and the technology drivers behind the change.
Participants will have the opportunity to learn and practice new skills in a supportive environment which can then be applied to enhance both customer satisfaction and ultimately customer retention.
Features include: What is customer communication? customer communications model, communication styles, managing customer touch points, the customer communications journey, customer communications – how not to do it, drivers for change, The Internet of Everything.
Course synopsis
