Laser Lessons - Lesson

P3CS3-2

Table of Contents

In this tutorial you will learn:

The nature and cause of customers’ problems.
How you can reach solutions so that problems don't become complaints.
The benefits and drawbacks of the options available to solve customer problems.
How to evaluate the resolution of customers’ problems.

Table of Contents

Find and read ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Pages 41 – 46 ‘Customers want more than information – they also want our empathy and supportiveness’, ‘We understand the importance of good listening’ and ‘Evoking the right response’. N.B. You should be able to borrow this book from your local library.
Click to read: Chapter four ‘Key problem solving strategies’ in ‘Decision making and problem solving’ by John Adair, published by Kogan Page.

Think And Challenge