Delivery: Online
Estimated Length: 2 seat hours
Price: $195
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.
Completion Time:
The estimated completion time for this course is 2 hours. The maximum allotted time is four months from enrollment.
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
Upon completing this course, students will be able to:
- 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
Outline:
Managing Customer Problems
Using the “Stop, Look and Listen” technique and understanding basic problem resolution steps
Responding to an Irate Customer
Dealing with an irate customer and handling a service cancellation request
Ensuring Customer Retention
Appreciating the customer, seeking feedback and improving service