Managing Customer Needs
- Product ID
- lplnmcne_vod
- Training Time ?
- 10 minutes
- Language(s)
- English
- Video Format
- High Definition
- Required Plugins
- None
- Number of Lessons
- 8
- Quiz Questions
- 0
- Question Feedback
- Wrong Answer Remediation
- Lesson Bookmarking
- Downloadable Resources
Quality customer service is rooted in managing a customer’s needs. To do that well, as this course shows, customer service personnel must understand how communication and customer service fit together.
By first presenting the meaning and impact of active listening, this course teaches employees how to show customers they are listening to what they have to say. Upon learning the 3 Communication Styles, Assertiveness, Aggressiveness, and Passiveness, employees then discover how to be assertive and address the customer’s needs and expectations without being offensive.
Use this course to enable all customer service employees to actively listen and make it as easy as possible for customers to deal with the company.
This course is in the Video On Demand format, to read about Video On Demand features click here.
- Install on any SCORM LMS
- Full-screen video presentation
- Print certificate and wallet card
- You have 30 days to complete the course
Customer service employees in all departments and levels
- Introduction
- Listening To Your Customers
- Communication Styles
- Understanding Behavioral Styles
- Building Rapport
- Find And Manage Customer Needs
- Make Your Customers Feel Special
- Recap
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