Course Details

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Controlling Conflict, Stress, and Time in a Customer Service Environment


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable. For the Customer Service Representative (CSR), understanding the emotional needs of each customer, adapting to how they communicate, and solving their problems can be extremely stressful and time consuming. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, develop strategies to better manage time and stress, and explore how a positive approach and attitude can benefit customer interactions and bring them to a satisfactory conclusion.

Target Audience
Individuals who want to develop or refresh their customer service skills

Prerequisites
None

Expected Duration (hours)
0.5

Lesson Objectives

Controlling Conflict, Stress, and Time in a Customer Service Environment

  • recognize the warning signs of potential conflict
  • identify ways to reduce conflict with customers
  • identify skills for negotiating effectively with customers
  • recognize strategies of assertive communication
  • recognize ways of demonstrating confidence when speaking to a customer
  • identify strategies for reducing stress
  • identify strategies to manage time
  • recognize strategies to manage conflict, stress, and time effectively
  • Course Number:
    acs_02_a03_bs_enus