Overview

Communicating with customers in the right way is a key for all customer experiences. In this course, Christina Dolding, an award-winning, highly experienced consultant specialising in customer and colleague experience, explains the ways in which communication can enhance the end-to-end customer experience but also discusses the damage that back be done when organisations get communication wrong.

Learning Outcomes

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

• Describe the benefits of adapting communications to suit the needs of the customer 
• Select an appropriate way of communicating depending on your audience  
• Identify ways of adapting to customers communication styles