---

A s business professionals, we’re faced with problems everyday. Some days it may be easier to effectively deal with these problems without stress. Other times, we may need to work harder to make sure that we remain calm and focused on the steps of problem-solving. Our objective in problem-solving should always be to maintain a positive connection with our customers while solving the problem at hand. This course, Problem-Solving, integrates quintessential steps for rationally and strategically working through the problem-solving process.

After completing Problem-Solving, participants will:

• Utilize a five step problem solving process;
• Apply specific strategies for changing negative statements into positive ones;
• Use alternate ways to say, “I’m sorry;”
• Practice ten simple practices for improving all interpersonal interactions;
• Recognize the list of Customer Service Rights; and
• Explain five common customer complaints and ways to avoid them.

Problem-Solving utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course.  A Certificate of Completion will be awarded.

Problem-Solving is useful for customer service representatives as well as all employees who deal with customers’ problems and complaints.

 

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39