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This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
Objectives:
After completing this course, students 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
Features:
- Exercises that allow users to practice the application
- A file containing the text of the exercises
- A glossary
- A Skill Assessment
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This course is for anyone who wants to learn about creating and maintaining good customer service.
Prerequisites:
Customer Service: Defining Service
Technical Requirements:
200MHz Pentium with 32MB Ram. 640 x 480 256-color video (800 x 600 is recommended). Windows 98 or higher. Minimum Connection Speed: 28.8k. Internet Explorer 5.0 or higher (5.5 or higher for MindLeaders Central) required. Macromedia Flash player 6.0 is recommended for full functionality, but not required to play the courses. Sound card, with speakers or headphones is recommended, but not required to play the courses. JavaScript must be enabled. Netscape and AOL browsers not supported.
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Copyright © 2004 MindLeaders. All rights reserved.
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e-Learning Works |
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Whether you need to
refresh your skills, update your skills, or learn a
completely new set of skills, e-learning can help. While it
may sound too good to be true, using online e-Learning to
make an immediate impact on your job, team, or department is
easier than you might think. Why? Because we're here to
help. Whatever your profession or area of expertise, Power
Learning Online can show you how to use online training and
e-learning to sharpen the skills and increase the knowledge
of a single individual, or every individual within an
organization. |
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100%-Satisfaction Guaranteed!
Power Learning Online courses are based on sound principles,
from extensive research in instructional design, adult learning
and information processing. All courses are designed so that new
knowledge and skills will be remembered and retrieved for future
use.
These courses are so good, that they are covered under Power
Learning Online's 3-day, no-risk, no-questions-asked,
money-back, 100%-satisfaction guarantee!
How does it work? Simple, if, for any reason, you are not
completely satisfied with your Power Learning Online
subscription, or you simply decide you don't want to take the
courses, just request a refund within 7 days of receiving your
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questions asked. There is absolutely no risk involved in making
a Power Learning Online purchase.
Certification Guarantee
We Guarantee you pass**
**Guaranteed to pass or at your option you may renew your
subscription free for another term or receive a 100% refund.
Student must provide proof of failing a current Certification
exam more than once after achieving 95% on the Skill Assessment
tests provided with each course within 4 months of expiration of
the subscription plan.
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