CSBC - Customer Service and Business Communication Protocols Overview
Customer Service and Business Communication Protocols
Did you know that even one negative customer service experience can severely impact the company?
Many of you probably remember the video of a passenger who was forcibly removed from his seat on an overbooked United Airlines flight, triggering a public relations crisis. Furthermore, United CEO’s apology was perceived as half-hearted and dismissive, making things even worse. As a result, United’s stock dropped sharply and company lost a significant amount of money. Even though the company has since made considerable efforts to regain investor and consumer confidence, many people still remember the infamous incident and choose to spend their money elsewhere.
“A brand is what a business does, reputation is what people remember.” ~Ted Rubin
In this module, you will learn about the importance of customer service skills to business productivity and outcomes. You will learn about digital and oral communication etiquette expected in a business setting. In addition, you will learn about the job search techniques, including technology, and job search documents.
Key Terms-
Business Letter: A business letter is a formal document typically used for communicating information between organizations, customers, and other external parties.
Communication Protocol: An established set of rules expected by a company or organization.
Contract: A legal document stating the expectations of all parties involved as well as consequences for the breach (failure to fulfill) of contract.
Cover Letter: A business letter that accompanies the person’s job application and résumé and provides additional details regarding job qualifications as well as requests an interview.
Customer Service: Assistance provided to people who use goods or services created or provided by a company or organization.
Etiquette: A code of polite behavior established and followed in a certain environment, such as culture, profession, company, or organization.
Executive Summary: A short document that summarizes the longer business report or document, with a purpose of rapidly acquainting the reader with key points and saving time.
Memorandum: A memorandum (memo) is an informal document typically used for communicating information within a company, such as changes in policy or planned events.
Résumé: A concise summary of a person’s job-related background, such as education, work experience, certifications, professional development, skills, community service, and honors and awards.
Check out the lesson titles below.
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