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Managing Customer Needs

“It’s not what you say but how you say it” is the golden rule when it comes to professional communication and quality customer service. This course shows your customer-facing employees what that means and why it is important.

Spotlighting the key role communication plays in managing and fulfilling customers’ needs, this course teaches employees how to actively listen and build rapport with the customer in every interaction. Each of the main topics in this course are followed by workbook activities to enable employees to create their own action plan for managing their customers’ needs.

Present this course to elevate the quality of customer service throughout the company by assuring all customer expectations and needs are fully met.

Video on Demand   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 60 days to complete the course

Customer service personnel throughout the company

The course presents the following topical areas:
  • 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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