Controlling Conflict, Stress, and Time in Customer Service

  • 8 Videos | 31m 46s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Likes 1667 Likes 1667
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).

WHAT YOU WILL LEARN

  • 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

IN THIS COURSE

  • Playable
    1. 
    Controlling Conflict, Stress, and Time in Customer Service
    41s
    UP NEXT
  • Playable
    2. 
    Signs of Potential Conflict
    3m 26s
  • Locked
    3. 
    Strategies for Avoiding Conflict
    3m 29s
  • Locked
    4. 
    Effective Negotiation Strategies
    3m 14s
  • Locked
    5. 
    Communicating Assertively
    3m 14s
  • Locked
    6. 
    Communicating Confidently
    3m 23s
  • Locked
    7. 
    Strategies for Reducing Stress
    3m 29s
  • Locked
    8. 
    Effective Time Management
    3m 21s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.

YOU MIGHT ALSO LIKE

Likes 412 Likes 412  
Likes 258 Likes 258  

PEOPLE WHO VIEWED THIS ALSO VIEWED THESE

Likes 685 Likes 685