Customer Service: Communicating

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Summary:

This training course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

Objectives:

After completing this training course , students will be able to:

Use the best words for getting the message across
Identify and speak to the customer's style of communication
Use questions to get more information about a problem
Handle conflict and angry customers
Write purposeful letters to customers
Write effective "bad news" letters
Write useful instructions and manuals

Outline:

Getting Your Message Across
Using the Right Words
Matching the Customer's Style
Using Questions
Dealing with Angry Customers
Resolving Conflict
Writing Letters to Customers
Breaking Bad News in a Letter
Giving Written Instructions
Writing Helpful Manuals

Features:

Exercises that allow users to practice the application
A file containing the text of the exercises
A glossary
A Skill Assessment

Applicability:

This training course is for anyone who wants to learn about creating and maintaining good customer service.

Prerequisites:

Customer Service: Defining Service

Technical Requirements:

200MHz Pentium with 32MB Ram. 640 x 480 256-color video (800 x 600 is recommended). Windows 95, 98, NT, 2000, or XP. Minimum Connection Speed: 28.8k. Internet Explorer 5.0 or higher required. Authorware and Macromedia Flash player recommended but not required. JavaScript must be enabled. Netscape and AOL browsers not supported.

Copyright Information:

Terms of Use:

None