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Managing Customer Needs

8 Lessons
10-10 Minutes
0 Quiz Questions

Course Overview


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.

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Managing Customer Needs thumbnails on a slider

    Key Audience


    Customer service employees in all departments and levels

    Course Topics


    Introduction
    Listening To Your Customers
    Communication Styles
    Understanding Behavioral Styles
    Building Rapport
    Find And Manage Customer Needs
    Make Your Customers Feel Special
    Recap

    Workplaces


    Not Specified

    Course Detail


    Course ID
    lplnmcne_vod

    Time

    10-10 Min
    Questions
    0

    Languages

    en

    video format

    HD

    captions

    No

    Resources

    Yes

    Lessons

    8

    Remediation

    Yes

    Bookmarking

    Yes

    Feedback

    Yes

    Microlearning

    no