Customer Service

Customer Service

This course will help you create or review the customer service element of your business.
We start by identifying the essential aspects of customer service and what you want your customers to think and feel about your services. Then, making changes to ensure your customer journey aligns with your goals while recognising potentially limiting factors and the necessary compromises. Finally, reviewing the processes, tackling adding in new things, and troubleshooting issues as they occur ensures you continue to offer the level of service you are aiming to achieve.

There are 12 videos in total ranging from 5 to 40 minutes. The total course length is approximately 3 1/2 hours (videos only, allow time for learning, note taking and tasks).

The Course contains example feedback request forms and a customer service checklist on the relevant lessons

Conversation Skills

Conversation Skills

Creating, Encouraging and Controlling a Conversation

The third module in the effective communication series concentrates on conversation skills.

The aim of this module is to provide you with knowledge, skill and confidence to create, encourage and control a conversation. Being able to direct a conversation in the way that encourages others to share information, convey their emotion and share what is important to them allows you to listen and identify how to best communicate and help.

By completing this module and practicing your conversation skills, you will have a range of ingredients required to become an established conversationalist. 3 videos 6-26 mins long, total course length 45 mins (videos only, allow extra time for learning, note taking and application).

Listening

Listening

Listening forms the second module in a series covering different aspects of effective communication. See the foundations of communication courses for module one.

The aim of this course is to provide you with knowledge and an understanding connected to effective listening.

Let’s highlight right from the start that listening is hard work. It takes effort, energy and time and it’s not always easy to offer those 3 things all at once. Like many elements of communication our listening abilities tend to evolve and, other than being told to sit up and listen at school, very little is ever taught about the skill. By completing this course and putting your knowledge into practice, you will have a robust and reliable formula to help you to listen effectively. Listening is one of the most important elements of communication.
3 videos 2-21 mins long, total course length approx 40 mins (videos only, allow extra time for learning, note taking and application).

Communication Foundations Part 2: The Power of Emotion

Communication Foundations Part 2: The Power of Emotion

The Foundations of Communication form the first part in a series of modules covering different aspects of effective communication.

The aim of this module is to provide you with knowledge and an understanding of communication foundations, how they shape communication and how to recognise them in yourself and others. This is part 2 of a 2 part module that will guide you through the two essential elements that form those robust foundations.

Part 1: What Is Important To Us (Values, Beliefs, Needs and Wants)
Part 2: The Power of Emotion

Emotion is at work all of the time, albeit we seldom notice unless it changes or it is heightened. Emotion is behind the way we feel, the decisions we make, the words we say and the way we say them. It also influences non verbal language, impacts on how we hear and what we listen for. In summary, recognising and understanding emotion is an essential foundation of communication and it is important to pay attention to emotion if you wish to become a skilled communicator.

By completing Parts 1 and 2 of this module and putting your knowledge into practice, you will have a solid and reliable platform to develop every other element of communication. 3 videos 3 mins 30 seconds -16 mins 30 seconds long, total course length 23 mins (videos only, allow extra time for learning, note taking and application).

Communication Foundations Part 1: What Is Important To Us (Values, Beliefs, Needs and Wants)

Communication Foundations Part 1: What Is Important To Us (Values, Beliefs, Needs and Wants)

The Foundations of Communication form the first part in a series of modules covering different aspects of effective communication.  The aim of this module is to provide you with knowledge and an understanding of communication foundations, how they shape communication and to recognise them in yourself and others. This is part 1 of a 2 part module that will guide you through the two essential elements that form those robust foundations.

Part 1 – What Is Important To Us – Values, Beliefs, Needs and Wants

Part 2 – The Power of Emotion

Communication foundations are seldom taught and if we consider how our communication evolves from childhood to adulthood we shouldn’t be a surprise to learn that we often unintentionally miscommunicate because the foundations are not fully realised.  Once the foundations are understood, every other element of communication makes sense.  Each element connects and sits firmly on the foundations so it is important that Parts 1 and 2 of this module are completed before any other communication module. 3 videos 2-9 mins long, total course length 16 mins (videos only, allow extra time for learning, note taking and application).