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

	Turn complaining customers into satisfied customers
	Create answers to Frequently Asked Question
	Answer internal questions
	Find customer wants
	Find the true sources of problems
	Solve problems

Using Complaints

	Complaining customers are the best
	Beyond listening
	Guarantees and warranties
	Turn complainers into champions
	Who's responsible?

Frequently Asked Questions

	How do you want to spend your time
	What are your FAQs?
	What are your FGRs?
	Uncovering your FAQs and FGRs
	Using your FAQs and FGRs
	The power of FAQs

Answering Employee Questions

	Internal FAQs
	Not touchie-feelie
	The collective mind

Finding What Customers Want

	Well-researched busts, flops, and duds
	Getting at true customer value

Using Surveys

	Let's talk surveys
	Power questions
	Open-ended questions
	Over-surveyed?
	The magic's in the database
	Sample customer satisfaction survey

Finding (the Real) Problems

	Probable cause
	Digging to the root
	Putting meat on the fish bone

Finding Solutions

	The 5+/20+ method
	Progress through process
	Nonstop improvement

This 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