Total Time: 6 hour(s)

Summary: 
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

Ojectives: 
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

Topics: 
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

Technical Requirements: 
P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.