You’re most likely familiar with this scenario. A difficult issue or unreasonable request comes up during the 5 minutes before the end of your shift. You’re tempted to shoot off the first response that comes to mind just to get the customer off your back. Netflix isn’t going to watch itself, is it?
But customer service is about helping customers, not giving them false hope. It’s about identifying the real problem and coming up with a suitable solution. Not just telling customers what you think they want to hear.
It takes time to learn how to handle delicate situations and think on your feet. These 6 mini-lessons will teach you how to address problem points, read between the lines, and propose meaningful solutions to keep customers satisfied, even when there is no easy solution.
By the end of this course, you’ll be able to:
• Understand the customer’s point of view
• Communicate effectively
• Manage the balance between company policy and satisfying the customer
• Manage the customer’s expectations
• Find solutions and follow-up on inquiries
Why take this course?
Since unsatisfied customers can result in loss of sales and bad publicity, effective problem solving is a crucial skill for teams in sales, customer support, marketers, and company managers.
15 mins | SCORM | Workbook