Fixing Problems

Online Business Training Courses

Summary:

This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

Objectives:

After completing this course, students will be able to:

	Turn complaining customers into satisfied customers
	Create answers to Frequently Asked Question
	Answer internal questions
	Find customer wants
	Find the true sources of problems
	Solve problems

Outline:

	Using Complaints
	Frequently Asked Questions
	Answering Employee Questions
	Finding What Customers Want
	Using Surveys
	Finding (the Real) Problems
	Finding Solutions

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
	Customer Service: Communicating

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