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HR Compliance | Occupational
Safety | Healthcare | HIPAA | Business Development
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Business Development
Fundamentals
Business Skills
Communications
Customer Service
Employee Relations
Leadership
Performance Management
Personal Improvement
Team Building
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Dealing with Difficult Customers
As a result of going through this course and using the QuicTools that are provided, the learner will be able to:
1. Understand the difficult customer.
• Look at the customer with new eyes.
• Adopt the customer's perspective.
• Identify what the customer really wants.
2. Respond to the customer.
• Earn the customer's confidence.
• Manage her own emotions.
• Deal with the customer's emotions.
• Communicate effectively.
• Develop win-win solutions.
3. Secure future business.
• Follow through on resolution and prevention.
• Build a lasting relationship. |
Telephone Skills for Quality Customer Service
As a result of going through this course and using the QuicTools that are provided, the learner will be able to:
1. Use proper telephone skills
• Understand the equipment.
• Manage his voice and diction.
• Take appropriate messages.
• Make successful outbound calls.
2. Manage the discussion
• Listen to the customer.
• Create a win/win situation.
• Handle the different caller behaviors.
3. Focus on customer satisfaction
• Develop a positive attitude.
• Find out what the customer wants.
• Manage customer perceptions. |
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