#9372351, Handling A Difficult Customer

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Description:

This course gives frontline employees strategies for recognizing a difficult customer and regulating their initial emotional response. The end goal: increase trust and earn customer loyalty. The course can be used as is, or customized to empower customer service staff with your own best practices, policies, and resolutions.

Features:

  • ILT Materials
  • eLearning Course Materials
  • Customizable content
  • SCORM and xAPI compliant
  • Responsive Design
  • Built natively in Captivate, Lectora, and Storyline

Included ILT Files:

  • Facilitator Guide (Microsoft Word)
  • ILT PowerPoint Presentation (Microsoft PowerPoint)
  • Participant Workbook (Microsoft Word)
  • Quiz Questions (built in Captivate, Lectora, and Storyline)
  • Supplemental Materials and Job Aid
  • Getting Started Guide


Included eLearning Course Files:

  • Full Course Projects (built in Captivate, Lectora, and Storyline)
  • Graphic Source Files
  • Course Map
  • Job Aid
  • Getting Started Guide

Software Requirements:

  • Captivate 9
  • Lectora 16 / Online
  • Storyline 2
  • Microsoft Word
  • Microsoft PowerPoint

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