Customer Service: Discovering Customer Needs (TRN160)
Available offerings
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Online
Course
English
Online
Course
French
Overview
Delivery method
Online
Duration
1 hour
Audience
All public servants at all levels
Description
Excellent client service begins with being curious about the needs of others. This online self-paced course explains the value of empathy and asking open-ended questions when interacting with customers or clients. Participants will learn techniques to help them clarify a client's stated needs, as well as their unstated needs, for a more responsive and satisfying client service experience.
Topics include:
- offering clients your undivided time and attention
- asking follow-up questions
- listening to what is said and what is not said
- avoiding common pitfalls
- exceeding customer expectations through advocacy and education
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