Question Detail

External Customers - E-learning

The question was posted by Kirsty on 25/02/2021 11:39:23

I'm looking for advice on whether there are any e-learning solutions for customer care with 'external customers'. Such things as dealing with difficult / aggressive customers; influencing customers; handling emotional conversations; managing / influencing customer relationships over the telephone/ remotely; remaining neutral in conversations and giving effective feedback to customers. I'd love to know what is currently available/ being developed that is suited to offering as e-learning.

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Hi Kirsty. It all depends on organisational culture as whether you adopt a 'light touch' or a more instructional approach. We are currently working with Video Arts (Learning Cloud) which has a range of video scenarios presented by famous comedic actors and offers a light hearted but fully engaging catalogue (incl influencing, customer relations, managing difficult conversations etc). I really like them and they are inexpensive compared to most. Would your organisation engage with learning of this kind? Over to you.................

01/03/2021

Keith

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