Face-to-face, telephone, email, social media… customers probably have lots of different options to get in touch with you. But with so many channels to deal with, it can make your task of communicating with customers a bit harder. And if the customer doesn’t have the same great service across channels, they’re not getting the best customer experience.

Customer service is any human interaction with customers. Customer experience, on the other hand, is the customer’s entire journey. To deliver good customer service, all customer interactions along the journey need to be handled effectively and with care. And customers want to receive the same great experience on whatever communication channel they choose.

By the end of this course, you’ll be able to:

• Identify the differences between customer service and customer experience
• Describe various types of customer-service channels
• Explain how to provide effective customer service across multiple communication channels

Why take this course?

It’s essential to create a good customer experience on any channel. This course is for anyone who needs to communicate with customers through multiple channels. You’ll learn about different types of customer-service channels, look at how customer service differs from customer experience, and find out how to give customers good service across channels.

10 mins | SCORM | Takeaway Tasks