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This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
Audience :
This course is for anyone who wants to learn about creating and maintaining good customer service.
Time :
6 Hour(s)Objectives :
- 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
Features :
- Exercises that allow users to practice the application
- A file containing the text of the exercises
- A glossary
- A Skill Assessment
Prerequisites :
- Customer Service: Defining Service
Free Course Registration
