Optimizing Customer Communication Across Channels

Modern customer communications come in many forms. Different demographics have very different needs in terms of how they interact with your service organisation. This course will show you how you can build a cohesive strategy across multiple communication channels. 

Course Description:


Phone, email, social media—there are many ways to communicate with customers. Each channel has unique requirements and etiquette. With so many ways to communicate, how can you give customers a cohesive experience?


You’ll start this course by reviewing different types of customer communication channels. Then, dive deeper into four channels, exploring strategies to optimize customer communications. Then, learn ways to seamlessly switch between channels and even incorporate multiple channels into an overarching strategy.


In this course we will cover: 


  • 4 Types of Customer Service
  • Writing Outstanding Customer Emails
  • Talking to Customers on Live Chat
  • Supporting Customers on Social Media
  • Mastering Customer Service Phone Calls
  • Successful Channel Switching in Customer Service
  • An Introduction to Omnichannel Customer Service

As an FSN Service Leadership course you can expect...

Picture of Your Course Leader: Kris Oldland

Your Course Leader: Kris Oldland

In his role as Editor-in-Chief, Kris speaks to senior service leaders, leading industry focused academics and key solution providers every day and distills the insights he gleans from these discussions into the industry-leading content available on Field Service News.


Prior to his career in publishing Kris was a Quality Service Manager for one of the world’s most iconic hospitality brands and has also developed extensive knowledge in sales, marketing and management across an impressive and varied career working across multiple sectors alongside some of the world’s leading organisations.


This course includes:

This course is exclusively available for FSN PRO subscribers. Sign up now and access this and all other FSN Education courses plus access to over 140 premium resources.