Questions
are the Answer for
Customer Service Online Course
 |
Volume Pricing Available for Quantities of 100-2499 |
Once your order is processed you will receive an e-mail with the URL and Access Code necessary for completing this Course.
- Course Description
- Course Overview
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An Interactive Online Self-Paced Course
Asking questions that keep the service process on track (and customers happy!)
The customer calls in upset you're asking for info, she's giving you flack. How can your next question turn this call around? Questions are your most powerful ally in the customer service process. Applied skillfully, they will yield the information you need to take the process to the next step. Used carelessly, they could undermine the whole customer relationship by making you seem pushy or unprofessional.
Questions are the Answer for Customer Service is a short, informative course in the fine art of asking the right questions at the right time during a service call—questions that result in useful information and positive forward momentum.
This course will provide you with examples of good questions that you
can use 
immediately
to get the information you need. You will learn the difference between
open-ended and closed-ended questions, and when to use them. We'll discuss
seven different types of questions and how you can use each one.
You will learn the difference between a question and a probe—and how using the right one can elicit information while avoiding the impression you are interrogating your customer. By mastering open and closed questioning techniques, you'll control the direction of the interview—whether you want this person to “open up” more, or focus only on specific information. You'll learn which category of question to use for your specific purpose—and what kinds of questions to avoid as well.
With Questions are the Answer for Customer Service, will come away from service calls with the answers you need to present your customers with a relevant solution. Your customers will know they have engaged in a focused and useful process—and that makes them feel important. The result is better information, better service, and better customer relationships.
Course Overview
The five-lesson course can be taken at your own pace; average completion time is approximately an hour. Interactive graphics, audio, text, animation, quizzes and practical application exercises keep the lesson engaging and entertaining., so you will be astonished at how much you've learned!
Lessons
- Introduction
- Questions and Probes
- Categories of Questions
- Practical Applications
- Knowledge Assessment
