Fix The Customer First

Many people will not purchase a product or engage with a particular service if they have a poor customer service experience. Customer service interactions often rate at the lower end of satisfaction for consumers, and this course aims to mitigate those frustrations by assisting trainees in understanding the skills required to make a great customer service representative.

This training module walks customer service personnel through how to prioritize and recognize when you need to fix the customer’s problem first. Whether you’re new to the field or a seasoned manager with years under your belt, it’s helpful to sharpen your tools and improve your customer service delivery skill set as the opportunity arises. The course covers what it means to fix the customer first, as highlighted by several common scenarios. The course helps reps navigate company rules, recognize possible holdups for a customer, all the name of helping solve a customer’s problem first and foremost.

Utilize this course among your customer service staff, especially for those being onboarded, to ensure your team best represents your brand and overall organization.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

This course is aimed at those who work directly with customers as well as the managers and supervisors of customer service representatives.

• Introduction
• Examples Of Fixing The Customer First
• The H.E.A.R.D. Technique
• Company Rules
• Holdups For The Customer
• Recap

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute