Dealing with Customer Service Incidents and Complaints

  • 8 Videos | 27m 49s
  • Includes Assessment
  • Earns a Badge
  • Certification PMI PDU
Likes 696 Likes 696
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective  manner to succeed. This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentation for incident reporting.

WHAT YOU WILL LEARN

  • recognize the typical steps in the process of dealing with a customer
    recognize the four actions in documenting an incident
    sequence the steps in the incident management process
    match incident measurement metrics with examples of what they measure
  • identify techniques for dealing with abusive or irate customers
    match customer issues with the appropriate escalation approach
    identify the elements that need to be included in customer feedback

IN THIS COURSE

  • Playable
    1. 
    Dealing with Customer Service Incidents and Complaints
    41s
    UP NEXT
  • Playable
    2. 
    Providing Customer Service
    3m 14s
  • Locked
    3. 
    Documenting Incidents
    3m 29s
  • Locked
    4. 
    Incident Management Fundamentals
    3m 37s
  • Locked
    5. 
    Incident Measurement Metrics
    3m 18s
  • Locked
    6. 
    Dealing with Difficult Customers
    3m 26s
  • Locked
    7. 
    Escalating Complaints
    3m 20s
  • Locked
    8. 
    Keeping Customers Informed
    3m 14s

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

PEOPLE WHO VIEWED THIS ALSO VIEWED THESE

Likes 1336 Likes 1336  
Likes 617 Likes 617  
Likes 425 Likes 425