Important to know:
The course video is English with Romanian subtitles and test questions are in Romanian.
Overview
Effective customer communication is critical to the success of any customer-oriented business. Adapting to different communication styles and customer emotions will help you develop customer relationships through better conversations with them. Improving customer conversations enables high quality customer service (CS). This course explains how to adapt to different types of communication and identify common emotions that customers feel when contacting a support center. It also explains how to adapt your writing skills to email communication and incident documentation.
Objectives
• Differentiate between techniques to meet the client’s psychological and business needs
• Match techniques for understanding clients’ emotions with their descriptions
• Identify strategies used to develop customer relationships
• Identify strategies for adapting to a client’s skill level
• Recognize the manner in which relating to different communication styles
• sequencing the stages of the call flow process
• recognizing good practices for writing e-mails and professional reports
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Business Leaders / HR Responsibilities / Other company representatives who want to upskill employees.
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English 
Romanian