Dealing with Customer Service Incidents and Complaints
Everyone
- 8 videos | 24m 19s
- 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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41s
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3m 14s
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3. Documenting Incidents3m 29sDiscover how to recognize the four actions in documenting an incident. FREE ACCESS
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4. Incident Management Fundamentals3m 37sIn this video, you will learn how to sequence the steps in the incident management process. FREE ACCESS
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5. Incident Measurement Metrics3m 18sDuring this video, you will learn how to match incident measurement metrics with examples of what they measure. FREE ACCESS
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6. Dealing with Difficult Customers3m 26sIn this video, find out how to identify techniques for dealing with abusive or angry customers. FREE ACCESS
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7. Escalating Complaints3m 20sLearn how to match customer issues with the appropriate escalation approach. FREE ACCESS
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8. Keeping Customers Informed3m 14sIn 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
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