Title: Describe ways to resolve customer conflicts.
Course: Telecommunications II (10006-II) > Section: Examining Customer Relations

Description should include

- explaining how to properly communicate with a customer
- explaining the importance of good speaking and listening skills
- demonstrating the importance of smiling, being friendly, making eye contact, and being courteous
- explaining the importance of solving the customer’s problems promptly
- explaining how to direct the customer to others if you are unable to resolve the problem.

Process/Skill Questions:

- What are some ways that you can reassure the customer that you are listening?
- Why is it important to solve customer problems in a timely manner?
- What should you do if you are unable to solve a customer problem?