Total Time: 4 hour(s)

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

Ojectives: 
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

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

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.