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

	Use complaints to create satisfied customers
	Create answers to Frequently Asked Questions lists
	Answer internal questions
	Find customer wants
	Find the true sources of problems
	Solve problems

Dealing With Complaints

	Learning valuable information from complaining customers
	Reaping the benefits of complaining customers
	Establishing guarantees and warranties
	Turning complainers into champions
	Doing business for the long haul

Frequently Asked Questions

	Understanding the law of time
	Utilizing frequently asked questions
	Uncovering FAQs and FGRs

Answering Employee Questions

	Answering internal FAQs
	Realizing the power of FAQs

Finding Out What Customers Want

	Understanding customer demand
	Finding true value for the customer

Using Surveys

	Understanding that surveys can tell a lot
	Making decisions based on the results
	Doing surveys well is a must

Finding (the Real) Problems

	Finding the probable cause
	Finding the root cause

Finding Solutions

	Solving the true causes of problems
	Getting better by operating differently
	Trying new ways

A typical 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
	Simulations that allow users to practice course skills, even if they don't have access to the real application
	A course index
	A glossary
	A Skill Assessment