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Business Communications 3: Listening to Your Customers

Business Communications 3: Listening to Your Customers

Marketing Communication
Saylor Academy

Saylor Academy

Saylor Academy is a 501(c)(3) non-profit organization headquartered in Washington, D.C. The Academy was established in 1999 by Michael J. Saylor because he had a very simple, very earnest, and very bold idea: Education should be free. We believe that barriers of cost, time, and geography should not stand in the way of access to higher education or quality, effective credentials. Saylor Academy courses are provided via a CC BY 3.0 license.

Description

Customer service experts must gather feedback from customers by using effective listening skills. Also, customer service experts should respond to both verbal and nonverbal indications of what their customers are feeling and thinking. This unit focuses on how you can use active listening to understand the messages your customers are sending, both verbally and nonverbally.

This course is part of Saylor Academy's Customer Service Certification Program and the third unit in the Business Communications complete course.

What will I learn

Upon successful completion of this unit, you will be able to:

  1. identify your own listening strengths and weaknesses;
  2. explain why understanding types of listening can improve listening skills;
  3. contrast effective listening skills with ineffective ones;
  4. identify verbal and nonverbal characteristics of active listening; and
  5. describe listening techniques required for conversing face-to-face, in a group, and on the telephone.

How should I prepare

In order to take this course, you should:

  1. have the ability/permission to install plug-ins or software;
  2. have the ability to download and save files and documents to a computer;
  3. have the ability to open Microsoft files and documents (.doc, .ppt, .xls, etc.); and
  4. have completed Business Communication 2: Knowing Your Customers.

    • Listening to Your Customers
    • Business Communications 3 Certificate
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