Course Details

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Facing Confrontation in Customer Service


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



Overview/Description
One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Prerequisites
None

Expected Duration (hours)
0.4

Lesson Objectives

Facing Confrontation in Customer Service

  • recognize examples of guidelines for taking responsibility for customer complaints
  • match boundary-related customer service mistakes to strategies for preventing them
  • match types of customer service rudeness to strategies for avoiding them
  • recognize guidelines for defusing a customer's frustration
  • identify strategies for investigating customer complaints
  • recall guidelines for coming to a problem-resolving agreement with a customer
  • recognize strategies for properly addressing and handling customer complaints
  • Course Number:
    acs_03_a05_bs_enus

    Expertise Level
    Everyone