Guiding the Conversation

This event takes place at San Bernardino County West End, Business Resource Center, 9650 Ninth Street, Room 2, Rancho Cucamonga, CA 91730, Cost: $30, Pre-registration Required, Guiding the Customer’s Conversation: Good customer services is all about providing information and resolutions. In any given day a customer service representative must handle a wide variety of issues from a simple question to a complex service issue. From the customer’s point of view, the measure of good customer services is two-fold, how fast can I get what I need and how pleasant is the experience? Topics to be discussed include identify the customer’s needs, keeping the conversation on track, effective listening techniques, confirming the question or problem, and effectively providing information or solutions.