*J&G*

This course is designed for oganisational customer service training purpose, for anyone who wants to learn about creating and maintaining good customer service. It then presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions and manuals completed in 10 units.

LEARNING OBJECTIVES: After completing this online course, learners should be able to;   

1.     Recognize the best ways for getting your message across,
2.     Identify the various customer styles,
3.     Recall key phrases appropriate to each customer style,
4.     Use questions to get more information about a customer’s problem,
5.     Identify techniques for handling conflict and angry customers,
6.     Use written communication to motivate customer action,
7.     Distinguish the elements in a useful manual.