Customer Service: 3 Fixing Problems

Duration:

4 hrs

Description:

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

Objective:

• 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

Topics Include:

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

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.