Communicating

Online Business Training Courses

Summary:

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

Applicability:

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 95 and higher (98 or higher for MindLeaders Central). 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.

Copyright Information:

Terms of Use:

None