Customer Service: 2 Communicating

Duration:

6 hrs

Description:

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

Objective:

• 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

Topics Include:

• 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

Minimum Requirements:
P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.