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[Service Archive] Customer Touchpoint (MOT) Communication

It unfolds based on various cases and field experiences, not common and obvious theories. You can upgrade your customer service response level through customer communication and customer service skills according to changing service trends and customer touchpoints (MOT).

1 learners are taking this course

Level Beginner

Course period Unlimited

  • kpcre
Communication
Communication
Communication
Communication

What you will gain after the course

  • You can understand changing service trends and customer satisfaction management.

  • You can understand the concept of customer touchpoints (MOT) and identify the cycle.

  • You can master and utilize customer communication skills (active listening, responsiveness, explanation) techniques.

  • You can understand complaining customers and acquire and utilize complaint customer service skills.

Presenting core skills for Moment of Truth (MOT) services to enhance corporate brand value!


Customer touchpoints represent the company's gateway. Customer satisfaction varies greatly depending on the quality of customer service at these touchpoints. To satisfy customers and persuade complaining customers, communication that is appropriate to customer characteristics must be accompanied.

This course is developed based on various cases and field experiences, not common and obvious theories. You can upgrade your customer service response level through customer communication and customer service skills according to changing service trends and customer touchpoints (MOT).


Field-oriented education

  • As one of the customer service performers, we foster CS mindset development and drive attitude changes.

  • Situational communication strategies are conducted through 100% hands-on instruction by the instructor to maximize the efficiency of customer interaction by segmenting customer types in detail.


Presenting key points focused on practical application

  • You can learn by topic through micro-learning focused on core keywords that can be immediately applied in practice.

Course Outline


  1. Service Trends

  2. Customer Satisfaction Management and Customer Touchpoints (MOT)

  3. [Customer Communication Skills (1)] Building Rapport (Trust Relationship)

  4. [Customer Communication Skills (2)] Active Listening, Questioning, and Responsiveness

  5. [Customer Communication Skills (3)] Explanation and Persuasion

  6. [Customer Communication Skills (4)] Handling Customer Complaints

  7. [Customer Communication Skills (5)] Customized Response by Customer Type

  8. Emotional Management


Presenting differentiated content through recruiting specialized professors in CS services

We recruit specialized CS service professors to provide lectures that carefully select only the core skills required in industrial settings. We have recruited instructors who are highly praised for their in-depth lectures at corporations, public institutions, and universities to present professional and differentiated content.

CEO Ryu Eun-hye

Current) CEO of THE HAMSUNG Edu

Former) Team Leader, Education Business Division at STM Consulting


Recommended for
these people

Who is this course right for?

  • Customer service representative and complaint handling specialist

  • CS and Customer Contact Representative

  • People who are providing customer service for the first time and want to learn effective and accurate customer response skills

  • A person who is constantly thinking about how to dramatically improve customer satisfaction at customer touchpoints

  • A CS expert who wants to perfectly fulfill service duties with a fresh mindset

Hello
This is

747

Learners

108

Reviews

9

Answers

4.7

Rating

192

Courses

As an affiliate of the Korea Productivity Center established in 1987, we provide essential job training for employees of corporations and public institutions.

We have developed job-duty-task-based educational content to strengthen practical skills, based on the actual 'work' that occurs in real corporate business environments.

Experience job training on a whole new level!

Homepage : https://www.kpcice.or.kr

Curriculum

All

24 lectures ∙ (4hr 46min)

Published: 
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$69.30

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