Dealing with Customer Service Incidents and Complaints
8 Videos | 27m 49s - Includes Assessment
- Earns a Badge
- PMI PDU
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
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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
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1.Dealing with Customer Service Incidents and Complaints41sUP NEXT
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2.Providing Customer Service3m 14s
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3.Documenting Incidents3m 29s
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4.Incident Management Fundamentals3m 37s
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5.Incident Measurement Metrics3m 18s
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6.Dealing with Difficult Customers3m 26s
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7.Escalating Complaints3m 20s
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8.Keeping Customers Informed3m 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.
