Facing Confrontation in Customer Service

Everyone
  • 7 videos | 17m 13s
  • Includes Assessment
  • 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

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