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cisco-certificatiom.co.uk
All Rights Reserved
Customer Service (Videos): Dealing with Customer Complaints
Product Code: pb033 Time: 15.0 minute(s) CEUs:

Summary:

When customers complain, it shows they care. You want customers to complain so you can fix the problem. The challenge is to know the best way to resolve the situation. During this program, you'll learn why an organization should seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.

Objectives:



    Topics:

    • Introduction
    • Seeking Customer Complaints
    • Defining Recovery
    • Responding to Customer
    • The CLEAR Technique
    • Summary

    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.

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