Customer Service: Fixing Problems

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Summary:

This training course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

Objectives:

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

Turn complaining customers into satisfied customers
Create answers to Frequently Asked Question
Answer internal questions
Find customer wants
Find the true sources of problems
Solve problems

Outline:

Using Complaints
Frequently Asked Questions
Answering Employee Questions
Finding What Customers Want
Using Surveys
Finding (the Real) Problems
Finding Solutions

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 ServiceCustomer Service: Communicating

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