Facing Confrontation in Customer Service


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level



Overview/Description
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.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Prerequisites
None

Expected Duration (hours)
0.4

Lesson Objectives

Facing Confrontation in Customer Service

  • recognize examples of guidelines for taking responsibility for customer complaints
  • match boundary-related customer service mistakes to strategies for preventing them
  • match types of customer service rudeness to strategies for avoiding them
  • 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
  • recognize strategies for properly addressing and handling customer complaints
  • Course Number:
    acs_03_a05_bs_enus

    Expertise Level
    Everyone