This course is designed for service technicians who are uncomfortable discussing unexpected problems that cost a Client additional money. However, everyone needs the skills and habits to discuss difficult topics.
Course Category: Customer Service
Important skills for anyone who works directly with customers, in person or on the phone, to deliver services and troubleshoot issues. Recommended prerequisites: Complete the Core Skills Courses.
Catching Concerns
Recognize, understand, and alleviate behavioral concerns.
Experience Bookends
Start and end each communication on a good note.
Managing Client Expectations during Onsite Service Calls
How to act during an onsite service call.
Managing Client Expectations during Remote Service Calls
How to act during a remote service call.