Undergraduate Certificate in Customer-focused Business Communication

• Understanding Customer-focused Communication: This unit will cover the basics of customer-focused communication and its importance in business. It will also introduce students to the different communication channels and strategies that can be used to engage with customers effectively.
• Effective Listening and Questioning Techniques: This unit will teach students how to listen actively and ask open-ended questions to better understand their customers' needs and concerns. It will also cover the importance of non-verbal communication in building rapport and trust with customers.
• Writing for Customer Engagement: This unit will focus on the writing skills required to create customer-focused communications that are clear, concise, and engaging. It will cover topics such as tone of voice, style, and formatting, as well as how to write for different channels, including email, social media, and web.
• Customer Feedback and Complaint Handling: This unit will teach students how to handle customer feedback and complaints effectively, with a focus on turning negative experiences into positive ones. It will cover topics such as empathy, active listening, and problem-solving, as well as how to analyze feedback to identify trends and opportunities for improvement.
• Cross-cultural Communication in Business: This unit will explore the challenges and opportunities of communicating with customers from different cultural backgrounds. It will cover topics such as cultural awareness, sensitivity, and etiquette, as well as how to adapt communication styles to different cultural contexts.
• Using Data and Analytics in Customer Communication: This unit will teach students how to use data and analytics to inform their customer communication strategies. It will cover topics such as data collection, analysis, and interpretation, as well as how to use data to measure the effectiveness of communication campaigns.
• Ethics and Compliance in Customer Communication: This unit will cover the ethical and legal considerations of customer communication, including data privacy, confidentiality, and disclosure. It will also teach students how to navigate difficult conversations and situations while maintaining professionalism and integrity.
• Developing a Customer-focused Communication Strategy: This unit will guide students through the process of developing a customer-focused communication strategy, including setting goals, identifying target audiences, selecting communication channels,