Facing Confrontation in Customer Service

Everyone
  • 7 videos | 17m 13s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Likes 1490 Likes 1490
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.

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