Controlling Conflict, Stress, and Time in Customer Service

Everyone
  • 8 videos | 24m 16s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.5 of 5650 users Rating 4.5 of 5650 users (5650)
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).

WHAT YOU WILL LEARN

  • Recognize the warning signs of potential conflict
    Identify ways to reduce conflict with customers
    Identify skills for negotiating effectively with customers
    Recognize strategies of assertive communication
  • Recognize ways of demonstrating confidence when speaking to a customer
    Identify strategies for reducing stress
    Identify strategies to manage time

IN THIS COURSE

  • 41s
  • 3m 26s
  • Locked
    3.  Strategies for Avoiding Conflict
    3m 29s
    In this video, you will learn how to identify ways to reduce conflict with customers. FREE ACCESS
  • Locked
    4.  Effective Negotiation Strategies
    3m 14s
    During this video, you will learn how to identify skills for negotiating effectively with customers. FREE ACCESS
  • Locked
    5.  Communicating Assertively
    3m 14s
    In this video, you will learn how to recognize strategies of assertive communication. FREE ACCESS
  • Locked
    6.  Communicating Confidently
    3m 23s
    Learn how to recognize ways of demonstrating confidence when speaking to customers. FREE ACCESS
  • Locked
    7.  Strategies for Reducing Stress
    3m 29s
    In this video, you will learn how to identify strategies for reducing stress. FREE ACCESS
  • Locked
    8.  Effective Time Management
    3m 21s
    In this video, you'll learn how to identify strategies to manage your time. 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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