This 10 minute video contains information on how to deal with various difficult customer types including the non stop talking custmer, angry customers, know-it-all customers and customers with a language barrier. You will learn a number of techniques in dealing with these types of customers. A workbook is available for this video.
This 10 minute video covers some advanced techniques and ideas for providing excellent customer service. You will learn more about moments of truth with customers at various touch points, more on internal customer service for your organisation and customer needs and expectations. There is a workbook for this video.
This course will take approximately 20 minutes to complete. The objective of this online employment training course is help trainees identify and meet customers’ needs, an important step in creating loyal customers. At the end of this training session trainees will be able to recognize the importance of correctly identifying customers’ needs, ask the right questions to accurately identify needs, identify and take advantage of cross-selling opportunities, and present products, services, and solutions that meet customers’ needs.
This course will take approximately 17 minutes to complete. The objective of this online training course is to help customer service representatives understand the importance of customer loyalty and discover ways that they can promote it. At the end of this training session trainees will be able to recognize the value of loyal customers, understand how to build and maintain loyalty, identify and meet customer expectations, and provide superior service that generates loyalty.
This course will take approximately 20 minutes to complete. Effective complaint handling is one of the most important aspects of providing excellent service. The objective of this online training course is to help trainees handle customer complaints successfully. At the end of this training session trainees will be able to view customer complaints as opportunities and identify problems that prompt complaints.
Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional and positive manner. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how to best resolve customer complaints.
The main objective of this session is to help you better identify customer needs. By the time the session is over, you should be able to understand the difference between needs and wants and how each affects the sale, recognize different types of needs, identify key decisions customers make during the sales process, focus your presentation to gain information about customer needs and wants, ask the right questions to uncover needs and wants, and identify hidden or unmet needs and wants. Duration: 25 minutes