Retaining Customers
Course Overview
Created specifically for the broadband industry, Retaining Customers teaches the broadband cable professional how to handle difficult situations with customers. Various advanced customer service skills are presented, including the "stop, look and listen" technique and the acronyms PREFER and RESPECT.
- Price: $205.00
- Seat time: 2h
- Course number: eb0886_03_JN
- Dynamic language translation available
- Category: Customer Service
The estimated completion time for this course is 2 hours. The maximum allotted time is four months from enrollment.
Course Objectives
explain the “stop, look and listen” technique
describe the problem resolution steps identified in the acronym PREFER
describe alternative words, phrases and behaviors to use when dealing with an irate or disappointed customer
explain how to focus on a solution to a customer’s problem
explain how empathy is used for managing emotions
relate the importance of expressing appreciation to and seeking feedback from a customer
do what is expected to help the company use customer feedback to improve service
explain the meaning of the acronym RESPECT
describe the problem resolution steps identified in the acronym PREFER
describe alternative words, phrases and behaviors to use when dealing with an irate or disappointed customer
explain how to focus on a solution to a customer’s problem
explain how empathy is used for managing emotions
relate the importance of expressing appreciation to and seeking feedback from a customer
do what is expected to help the company use customer feedback to improve service
explain the meaning of the acronym RESPECT
Course Benefits
become proficient in handling difficult situations with customers
be well on the way to becoming an expert in advanced customer service skills
receive an industry-recognized NCTI certificate of graduation
be well on the way to becoming an expert in advanced customer service skills
receive an industry-recognized NCTI certificate of graduation
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