CUST104: Business Communications
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Learn how to plan, produce, and perform effective business communications that satisfy your customers. This course covers understanding communication, knowing your customers, listening to them, providing information, speaking effectively, and creating a lasting visual impression.
This course will not tell you what to say during your business communications or when to say it.
Instead, you will learn how to plan, produce, and perform acts of communication that satisfy the most demanding audience: your customers.
Communication is the stage on which customer service superstars perform, so this course begins by taking you onstage to familiarize you with the communication process and the elements that influence it, influence you, and influence your audience.
Next, the course takes you out into the audience, teaching you the techniques needed to adjust your performance based on who you see out there and what you hear coming from them.
The course then addresses your actual performance, providing guidelines for good writing, to ensure you have an excellent script, and good speaking, so that your performance is a success.
The course concludes by considering the customer service equivalent of the set, props, and costumes: the visual aspects of the customers’ experience that frame you in their minds and create lasting impressions long after you have left the stage.
Unit 1: Understanding Communication
Unit 2: Knowing Your Customers
Unit 3: Listening to Your Customers
Unit 4: Providing Information for Customers
Unit 5: Speaking to Customers
Unit 6: Creating a Visual Impression
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