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Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9]
A user guide, also commonly known as a user manual, is intended to assist users in using a particular product, service or application. It's usually written by a technician, product developer, or a company's customer service staff. Most user guides contain both a written guide and associated images.
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A quality management system (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organization's purpose and strategic direction (ISO 9001:2015). [1]
According to The New York Times, the Army has started to "wikify" certain field manuals, allowing any authorized user to update the manuals. [4] This process, specifically using the MediaWiki arm of the military's professional networking application, milSuite, was recognized by the White House as an Open Government Initiative in 2010.
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This included embedding sales force automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. Customer relationship management was popularized in 1997 due to the work of Siebel, Gartner, and IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. [15]
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