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Excellence in Service: Solving Customer Problems

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.

Learn To:

• 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.

Audience: This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations

Total Learning Time: 2 - 3 Hour(s)

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 customer?s problem.
Identify pitfalls to avoid when dealing with an upset customer.
Identify guidelines for creating a positive experience for your customer

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