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This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
Objectives:
- Use the best words for getting the message across
- Identify and speak to the customer's style of communication
- Use questions to get more information about a problem
- Handle conflict and angry customers
- Write purposeful letters to customers
- Write effective "bad news" letters
- Write useful instructions and manuals
Topics:
- Getting Your Message Across
- Using the Right Words
- Matching the Customer's Style
- Using Questions
- Dealing with Angry Customers
- Resolving Conflict
- Writing Letters to Customers
- Breaking Bad News in a Letter
- Giving Written Instructions
- Writing Helpful Manuals
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P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Cookies enabled; Sound card with speakers or headphones strongly recommended.
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Product names mentioned in this catalog may be trademarks/servicemarks or registered trademarks/servicemarks of their respective companies and are hereby acknowledged. All product names that are known to be trademarks or service marks have been appropriately capitalized. Use of a name in this catalog is for identification purposes only, and should not be regarded as affecting the validity of any trademark or service mark, or as suggesting any affiliation between MindLeaders, Inc. and the trademark/servicemark proprietor.
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