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A western businessman wearing a suit and tie is discussing something with his Taiwanese colleague who is wearing a shirt and tie and listening carefully.

eLearning
Communication Skills for Handling Customer Issues

Manage customer communication confidently and professionally in global business

Designed for Busy Professionals

NextGen’s eLearning is built for non-native English-speaking professionals who need flexible, effective training on the go.
 

Each 5–7 Minute Lesson Includes:

  • 2–3-minute video on key communication skills

  • Interactive tasks with instant feedback

  • Realistic business scenario practice

  • Downloadable resources for offline review

Course Description
3 Modules | 14 Lessons

Build the skills to communicate clearly and confidently with international customers. Learn to navigate cultural differences, manage expectations, and handle customer issues with professionalism and clarity.

What You'll Learn

✔ Adapt to different communication styles across cultures
✔ Communicate clearly with U.S. and other low-context customers
✔ Avoid common mistakes when working with global clients
✔ Respond to customer requests using effective strategies
✔ Lead discussions and set realistic expectations
✔ Explain quality assurance to build trust and credibility

Course Outline

Module 1: Culture and Communication Style: East and West

  • Lesson 1 – Communication Style: East and West

  • Lesson 2 - Communication Characteristics: High vs. Low-Context Culture 

  • Lesson 3 – How to Communicate Effectively in a Low-Context Culture 

  • Lesson 4 – Common Mistakes Dealing with International Customers

  • Lesson 5 – How to Handle International Customers Professionally

Module 2: How to Handle Customer Requests

  • Lesson 1- Strategic Communication Strategy for Agreeing to Request 

  • Lesson 2 - How to Discuss and Negotiate Customer Requests

  • Lesson 3 - How to Refuse Customer Requests Professionally

  • Lesson 4 - How to Handle Last-Minute Customer Requests

Module 3: A Step-by-Step Guide for Handling Difficult Customer Issues

  • Lesson 1 - How to Handle Customer Issues: Mindset

  • Lesson 2 – How to Lead a Customer Meeting to Discuss an Issue

  • Lesson 3 – How to Describe the Issue

  • Lesson 4 – How to Describe your Quality Assurance Process

  • Lesson 5 – How to Describe a Quality Assurance Failure Professionally 

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