Discovering Customer’s Problems

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Discovering Customer's Problems

Quick Overview

It is very important that customer service agents are skilled at identifying the underlying causes of their customer’s problems. In this course, you’ll learn more about different strategies and techniques you can use to identify the true cause of your customer’s problems, including using customer history, root cause analysis, the 5 why’s and fishbone diagram techniques, and the PRIDE method. This course is approximately 2 hours in length.

Course Code: CSS305

Course Topics:
• Using Customer History
• Root cause of customer dissatisfaction
• Methods for determining the root cause of customer dissatisfaction
• Customer needs: P.R.I.D.E. introduction

Canada: $150 plus applicable taxes (per user)
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USA & All Other Countries: $135 USD (per user)
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