Facing Confrontation in Customer Service

Everyone
  • 7 videos | 17m 13s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.4 of 4264 users Rating 4.4 of 4264 users (4264)
Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

WHAT YOU WILL LEARN

  • Recognize examples of guidelines for taking responsibility for customer complaints
    Recognize strategies for preventing boundary-related customer service mistakes
    Identify examples of customer service mistakes based upon rudeness
  • Recognize guidelines for defusing a customer's frustration
    Identify strategies for investigating customer complaints
    Recall guidelines for coming to a problem-resolving agreement with a customer

IN THIS COURSE

  • 40s
  • 2m 37s
  • Locked
    3.  Customer Service Mistakes: Overstepping Boundaries
    2m 56s
    During this video, you will discover how to match boundary-related customer service mistakes to strategies for preventing them. FREE ACCESS
  • Locked
    4.  Customer Service Mistakes: Being Rude
    2m 35s
    Discover how to match types of customer service rudeness with strategies for avoiding them. FREE ACCESS
  • Locked
    5.  Handling Customer Complaints: Defusing Frustration
    2m 45s
    In this video, you will learn how to recognize guidelines for defusing a customer's frustration. FREE ACCESS
  • Locked
    6.  Handling Customer Complaints: Investigating Problems
    2m 47s
    During this video, you will learn how to identify strategies for investigating customer complaints. FREE ACCESS
  • Locked
    7.  Handling Customer Complaints: Coming to an Agreement
    2m 53s
    In this video, find out how to recall guidelines for coming to a problem-resolving agreement with a customer. 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.

YOU MIGHT ALSO LIKE

Rating 4.9 of 16 users Rating 4.9 of 16 users (16)
Rating 4.5 of 4 users Rating 4.5 of 4 users (4)
Rating 5.0 of 6 users Rating 5.0 of 6 users (6)

PEOPLE WHO VIEWED THIS ALSO VIEWED THESE

Rating 4.6 of 3767 users Rating 4.6 of 3767 users (3767)
Rating 4.5 of 5004 users Rating 4.5 of 5004 users (5004)
Rating 4.5 of 5370 users Rating 4.5 of 5370 users (5370)