CUSTOMER COMMUNICATION
Course Objective
The course “Optimizing Customer Communication between Channels” aims to train professionals to offer a cohesive and efficient experience to customers, regardless of the communication channel used. Participants will learn to analyze different types of communication channels, exploring specific strategies for each and developing skills to switch between channels effectively. Additionally, techniques for integrating multiple channels into a comprehensive communications strategy will be presented.
Program content
INTRODUCTION
1. Four Types of Customer Service
1.1 Where are your customers?
1.2 Two elements of customer service channels
1.3 Check your understanding
1.4 Summary
CHANNELS
2. Writing great customer emails
2.1 A fiasco in home decoration
2.2 Video – How to write a great customer service email
2.3 What makes a great customer service email?
2.4 Six tips for writing quality emails
2.5 Three skills you need for live chat customer service
2.6 Six Steps to Live Chat Customer Service
2.7 Check your understanding
2.8 Summary
3. Chatting with customers on live chat
3.1 Tália’s choice
3.2 Video – How to provide quality customer service through live chat
3.3 What is live chat customer service?
3.4 Check your understanding
3.5 Summary
4. Supporting customers on social media
4.1 Imagine this
4.2 Video – How to support customers on social media.
4.3 What is social media customer service?
4.4 The benefits of customer service on social media
4.5 Possible disadvantages of customer service on social media
4.6 Four types of customer service interactions on social media
4.7 Seven Tips for Providing Customer Service on Social Media
4.8 Check your understanding
4.9 Summary
5. Mastering customer service phone calls
5.1 Is telephone service still important?
5.2 Video – How to master customer service calls
5.3 Meet Sofia
5.4 Guiding the conversation
5.5 Summary
STRATEGIES
6. Successful channel change in customer service
6.1 Introduction
6.2 Video – How to be successful in switching channels
6.3 What is channel switching?
6.4 Make the change seamless
6.5 Check your understanding
6.6 Summary
7. An Introduction to Omnichannel Customer Service
7.1 Introduction
7.2 Video – How to be successful in Omnichannel customer service
7.3 The benefits of Omnichannel customer service
7.4 Tips and tricks for Omnichannel customer service
7.5 Check your understanding
CONCLUSION
8. Summary
8.1 Switch channels like an expert
8.2 Consider Omnichannel Customer Service
Methodology
The course covers theoretical and practical classes, where participants will explore four main customer communication channels: telephone, email, social networks and online chat. The specific characteristics, requirements and etiquette of each channel will be discussed. The course will also include case studies, practical exercises and group discussions, encouraging the exchange of experiences and the application of knowledge in real situations.
Instructor
The course is taught by a communication and customer service specialist, with extensive experience in optimizing multichannel communication processes. With a practical and results-focused approach, the instructor ensures that participants are ready to implement best practices into their work routines.
Target Audience
This course is ideal for customer service professionals, relationship managers, communications managers, marketing and sales professionals, as well as anyone wanting to improve their multichannel communication skills. It is recommended for those looking to improve the efficiency and quality of customer service in their organizations.
General Recommendations
- It is recommended that participants have basic knowledge of customer service and familiarity with the main communication channels.
- It is advisable to have access to a computer with an internet connection to participate in online classes and carry out practical exercises.
About Instructors
English 
Português do Brasil