Facing Confrontation in Customer Service

  • 7 Videos | 17m 13s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
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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
    match strategies for preventing boundary-related customer service mistakes to the types of mistakes to which they apply
    match strategies for preventing customer service rudeness to the types of rudeness to which they apply
  • 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

  • Playable
    1. 
    Facing Confrontation in Customer Service
    40s
    UP NEXT
  • Playable
    2. 
    Customer Service Mistakes: Avoiding Responsibilities
    2m 37s
  • Locked
    3. 
    Customer Service Mistakes: Overstepping Boundaries
    2m 56s
  • Locked
    4. 
    Customer Service Mistakes: Being Rude
    2m 35s
  • Locked
    5. 
    Handling Customer Complaints: Defusing Frustration
    2m 45s
  • Locked
    6. 
    Handling Customer Complaints: Investigating Problems
    2m 47s
  • Locked
    7. 
    Handling Customer Complaints: Coming to an Agreement
    2m 53s

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.

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