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Assessing Customer Behavior
(Duration: 4:30:00)
Price: $39.00
Course Code:
CUST0163
Course Catalog(s):
Course Provider:
SkillSoft
12 months
Description:
In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior, and explains effective techniques that help make the experience a positive one for both the customer and the TSA handling the call.
Sections:
- • Recognizing Customer Behavior Types
- - recognize the value of identifying various types of technical support customer behavior.
- - distinguish examples of aggressive and non-aggressive behavior types.
- - distinguish examples of challenging customer behavior in technical support situations.
- - relate characteristics of difficult technical support customers to technical support call examples.
- - match interactive modes to technical support call examples.
- • Dealing with Customers
- - recognize the benefits of knowing how to deal with different customers in technical support situations.
- - associate examples of call handling techniques with the skills they support.
- - apply essential call handling skills to a given technical support situation.
- - identify examples of the essential skills for handling technical support calls.
- - select examples of listening skills for handling technical support calls.
- - determine which of the questioning and listening skills are appropriate in a given technical support situation.
- - match the strategies to the appropriate example of call handling techniques for dealing with aggressive technical support customers making technical support inquiries.
- - apply the best method of dealing with aggressive technical support customers in a given scenario.
- - match the customer type to the appropriate example of call handling techniques for dealing with non-aggressive technical support customers.
- - apply the best method of dealing with non-aggressive technical support customers in a given scenario.
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