Customer Service: Fixing Problems

Synopsis
Customer Service: Fixing Problems explains how to answer common questions find customers' needs and problems and resolve the root cause of those problems.

Audience
This course is for anyone who wants to learn about creating and maintaining good customer service.

Time
4 hours

Product Code: CUSC03

After completing Customer Service: Fixing Problems the user should 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

Using Complaints
Complaining customers are the best

Beyond listening

Guarantees and warranties

Turn complainers into champions

Who's responsible?

Frequently Asked Questions
How do you want to spend your time

What are your FAQs?

What are your FGRs?

Uncovering your FAQs and FGRs

Using your FAQs and FGRs

The power of FAQs

Answering Employee Questions
Internal FAQs

Not touchie-feelie

The collective mind

Finding What Customers Want
Well-researched busts flops and duds

Getting at true customer value

Using Surveys
Let's talk surveys

Power questions

Open-ended questions

Over-surveyed?

The magic's in the database

Sample customer satisfaction survey

Finding (the Real) Problems
Probable cause

Digging to the root

Putting meat on the fish bone

Finding Solutions
The 5+/20+ method

Progress through process

Nonstop improvement

This course has the following features:

Exercises that allow users to explore how a course topic applies to their own real-world situations

A file containing the text of the exercises

A glossary

A Skill Assessment

Get more out of your Software
Improve your Skills
Prepare for Certification
Save time every time and reduce frustration.

Our online training material lets you:
TEST your skills
LIST the areas where you need additional training
Take lessons that TEACH SKILLS to improve these areas
Tests your skills again

NO HIDDEN CHARGES.
NO SETUP or SHIPPING CHARGES.
NO ads or banners in the training material.
No selling of your personal information, no email lists.
Just 100% Quality Training at one low price.

Repeat the courses as often as you need, you have 12 months of unlimited access and can view your scores anytime so you can easily track your progress.

Our training is tested and guaranteed to provide RESULTS and save you TIME.

All courseware is online 24 hours a day.
Our courseware is optimized so content delivery is fast even with a 28.8 modem connection.
If you can get on the Internet you can access the training, ANYWHERE, ANYTIME.