courseraБизнес

Customer Engagement & Relationship

Курс от Microsoft

Начальный≈ 12.5 чАнглийский

О курсе

Strengthen your ability to build meaningful customer relationships using structured communication strategies and AI-assisted tools. This course focuses on empathy-driven engagement, retention tactics, omni-channel communication templates, and account health monitoring. You will learn to segment customers, calculate engagement uplift, draft professional service communications, and personalize AI-generated responses while maintaining clarity and tone. Using CRM insights and AI sentiment signals, you will assess key account health, design proactive outreach plans, and craft effective service recovery messages. Through applied exercises and a project, you will translate engagement data into actionable strategies that support loyalty, satisfaction, and long-term value. By the end of this course, you will be able to design and implement customer engagement strategies that combine human empathy with AI-enhanced efficiency.

Навыки, которые вы освоите

Customer Engagement Customer Service Customer Retention Customer Relationship Management AI Personalization Emotional Intelligence Account Management Customer Communications Management Customer Analysis Relationship Management Customer Relationship Building Customer Complaint Resolution Driving engagement Communication Planning Business Metrics System Implementation Communication Customer experience improvement Writing

Программа курса

12 модулей · 67 учебных материалов

01Applying Empathy in Interactions5 материалов

Benefits of Empathetic ServiceВидео Empathy in Customer ServiceЧтение Implementing Empathy in InteractionsDIALOGUE Empathy in PracticeЗадание

Учитесь у экспертов

Microsoft

Преподаватель курса