Customer Communication Channels: How to Successfully Switch Channels in Customer Service Interactions

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Course features
  • Category: Customer Service
  • Course Length: 9 minutes
  • Series: Communication Channels
  • Video Length: 5.25 minutes
  • Author: The URL dr
  • Resources: Channel Switching Tips Checklist
Course overview
In this micro course, you'll explore tips to make switching channels seamless for your customers. You'll learn how not to interrupt the customer journey, but instead foster the relationship you're building with your customers. 
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Course learning objectives
  • Define channel switching
  • Explore seamless channel switching
  • Identify tips for channel switching
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Certification included
Downloadable certificate upon completion.

Moving customers between communication channels

"How to Successfully Switch Channels" explores what channel switching is and why it's important in the overall customer service picture. If done carelessly, such “channel switching” can interrupt the customer journey, potentially damaging the relationship you’re building with a customer. But if done with care, it can actually improve the customer experience.

With so many ways to communicate—email, phone, instant messaging, texting, live chat, blog posts—it shouldn’t be surprising that we sometimes have to migrate a customer from one channel to another. And every channel has unique advantages and disadvantages to building relationships with customers.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course



Customer Service

Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author