Customer Service - Communicating

Summary:

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

This lesson is part of our Customer Service online training series which contains over 23 hours of self-paced courseware. Our web-based training provides 6 months of unlimited access.

Objectives:

After completing this course you 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

Applicability:
This course is for anyone who wants to get the most out of using Customer Service.

Prerequisites: None:

Technical Requirements:

• Internet connection
• Browser: Internet Explorer, FireFox, Chrome, Safari, Opera or any standards compliant browser.
• Authorware and Macromedia Flash player recommended but not required.
• JavaScript must be enabled.

Retake any or all of our computer training as often as you want. Our online tutorials allow you to learn anywhere, anytime from any computer with internet access. All courses allow for 6 months of unlimited access (1 user), includes a variety of features and all courses qualify for Continuing Education Unit credit.

StaffKit is an e-learning leader in providing computer training tutorials and online education. We have satisfied customers in over 75 countries using our online training courses. We have been a leading provider of self-paced web based training for the past 10 years.