Dealing with Customer Service Incidents and Complaints

Everyone
  • 8 videos | 24m 19s
  • Includes Assessment
  • Earns a Badge
  • Certification PMI PDU
Rating 4.5 of 4854 users Rating 4.5 of 4854 users (4854)
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

  • 41s
  • 3m 14s
  • Locked
    3.  Documenting Incidents
    3m 29s
    Discover how to recognize the four actions in documenting an incident. FREE ACCESS
  • Locked
    4.  Incident Management Fundamentals
    3m 37s
    In this video, you will learn how to sequence the steps in the incident management process. FREE ACCESS
  • Locked
    5.  Incident Measurement Metrics
    3m 18s
    During this video, you will learn how to match incident measurement metrics with examples of what they measure. FREE ACCESS
  • Locked
    6.  Dealing with Difficult Customers
    3m 26s
    In this video, find out how to identify techniques for dealing with abusive or angry customers. FREE ACCESS
  • Locked
    7.  Escalating Complaints
    3m 20s
    Learn how to match customer issues with the appropriate escalation approach. FREE ACCESS
  • Locked
    8.  Keeping Customers Informed
    3m 14s
    In this video, you will learn how to identify the elements that need to be included in customer feedback. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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

Digital badges are yours to keep, forever.

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