This e-learning program was designed specifically for customer service representatives who have the responsibility for solving customer problems.

On one level or another, practically EVERYTHING a Customer Service Representative does revolves around solving problems. From the moment you ask “How may I help you?” the essence of your job is to solve whatever problem the customer presents to you.

The most common “problems” of course are usually simple and straightforward:

• Helping a customer find or select the desired product or service.
• Answering product or service related questions.
• Accepting returned merchandise and providing a replacement or refund.

This e-learning course is designed to help you with the more complex problems that do not have an immediate obvious solution. Key lessons within this course include:

• Solving simple problems quickly.

• Using a process to solve more complex problems.

• Clarifying customer expectations for fixing the problem.

• Developing out-of-the-box creative solutions.

• The power of customized solutions to help the customer feel they are really being taken care of.

• Ensuring that solutions work for the customer AND the company.

• Knowing when a problem cannot be solved – and how to explain this to the customer.