Communication Processes in Customer Service
About the Lecture
The lecture Communication Processes in Customer Service by Tony Hunt is from the course Brilliant Customer Service (EN). It contains the following chapters:
- Recap of Lecture 2
- Things, Thoughts and Alternatives
- Unhappy or difficult conversations
- Brilliant email service
- Tips for great emails
Included Quiz Questions
What is important while making a connection?
- Focus your mind.
- Give your name.
- Ask for the other names.
- Keep cool.
What are tips for a good conversation?
- Be courteous
- Use your empathy
- Avoid own reactive behaviours
- Be careful in using words
What do difficult callers like to hear?
- Offer choices
- Hide your issues
- Don´t be understanding
- Avoid connections
What is on top of the hierarchy of communication?
- Face-to-face communication
- Telephone Calls
- Emails
- Meetings
How can you create great e-mails?
- Use a subject heading.
- Write correctly.
- Don`t be emotional.
- Use cool sentences.
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Author of lecture Communication Processes in Customer Service
Tony Hunt
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