|
Provided by: Serebra Learning Corporation Excellence in Service - Solving Customer Problems |
 |
Training
Provided by Serebra Learning Corporation
In Excellence in Service: Solving Customer Problems you will learn how to quickly identify the style of the customer so you can speak their language. You will learn customer-friendly language that keeps the customer from becoming upset. You will also learn how to effectively solve customers? problems and benefit from their complaints.
|
|
||||||||
Excellence in Service - Solving Customer Problems
Identify ways to effectively communicate with customers by examining behavioral styles and using customer-friendly language.
Identify ways to identify customer problems.
Identify ways to solve customer problems.
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
Audience
This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations.
Objective
Upon completion of this course the student will be able to:
Topics Include
Unit 1: Communicating With Customers
- Identify key characteristics of Drivers.
- Identify key characteristics of Influencers.
- Identify key characteristics of Steadies.
- Identify key characteristics of Conventionals.
- Identify key suggestions Drivers should heed when interacting with individuals of all behavioral styles.
- Identify key suggestions Influencers should heed when interacting with individuals of all behavioral styles.
- Identify key suggestions Steadies should heed when interacting with individuals of all behavioral styles.
- Identify key suggestions Conventionals should heed when interacting with individuals of all behavioral styles.
- Identify guidelines for using customer-friendly language.
Unit 2: Identifying Customer Problems
- Identify guidelines to follow to understand a customer's problem.
- Identify types of questions you can ask to help ascertain a customer?s problem.
- Identify guidelines for applying listening skills.
Unit 3: Solving Customer Problems
- Sequence the steps for solving a customers problem.
- Identify pitfalls to avoid when dealing with an upset customer.
- Identify guidelines for creating a positive experience for your customer.
Duration
2 Hours
Minimum Requirements
(Currently no course requirements information)
Media
CDROM
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
