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Course Description

The position of Customer Service Representative is more than just a complaint department. Learn the role communication plays as we discuss verbal, non-verbal, written and listening skills. In addition we will practice a 5-step method for handling difficult customers using our island culture of aloha.

Learner Outcomes

The participant will be able to: 1)Explain the role of communication; 2) recognize the importance of verbal communication; 3) Demonstrate Active Listening Techniques; 4)Describe why a customer’s complaint is good for the business; 7) Restate typical negative reactions to angry customers;8)Discuss the Five-step method to handling customer complaints; 9)Practice resolving complaints
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