After completing Customer Service: Communicating, the user should be able to:

	Use the best words for getting the message across
	Identify and speak to the customer's style of communication
	Use questions to get more information about a problem
	Handle conflict and angry customers
	Write purposeful letters to customers
	Write effective "bad news" letters
	Write useful instructions and manuals

Getting Your Message Across

	The tone of your delivery
	What gestures can say
	The #1 capital offense

Using the Right Words

	Avoiding negative words
	A most powerful word: Because

Matching the Customer's Style

	Different strokes for different folks
	The demanding customer (D style)
	The influential customer (I style)
	The steady customer (S style)
	The compliant customer (C style)
	What's your style?

Using Questions

	Time is of the essence
	The power of questions
	What types of questions are you using?
	Taking the bite out of your questions
	Listening to customers
	Remember your ABCs

Dealing with Angry Customers

	Bypassing emotion
	Win-win customer service
	Three steps to resolve conflicts

Resolving Conflict

	Conflict resolution and problem solving
	Crisis management

Writing Letters to Customers

	Going for results
	Know your goal
	What's in it for the customer?
	Your call to action
	Writing for world class service

Breaking Bad News in a Letter

	Elements of a good "bad news" letter
	Emphasize empathy
	Remember your audience

Giving Written Instructions

	The KISS principle
	Technical writing
	Benefits of clear instructions

Writing Helpful Manuals

	Elements of good instruction manuals
	Electronic manuals
	A final word

The course has the following features:

	Exercises that allow users to explore how a course topic applies to their own real-world situations
	A file containing the text of the exercises
	A course index
	A glossary
	A Skill Assessment