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LinkedIn Learning

Customer Service: Problem Solving and Troubleshooting

via LinkedIn Learning

Overview

Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Syllabus

Introduction
  • Build your customer service skills
  • Make customer service easy: Standard operating procedures
1. Common Sense Customer Service: A Two-Step Approach
  • Explore a model for common sense customer service
  • How to respond when the customer is right
  • What to do (or say) when the customer is wrong
2. Critical Customer Service Problem-Solving Skills
  • Diagnose a customer's concerns as the first step
  • Listen and listen carefully
  • Validate the client's concerns: Three steps for success
3. Critical Troubleshooting Skills
  • Calming down angry and upset customers
  • Give the customer options in unique situations
  • Communicate bad news with customers
4. Customer Service Mindset and Playbook
  • Maintain your mindset during stressful times
  • Build your own customer service playbook
Conclusion
  • Being strong at problem-solving and troubleshooting

Taught by

Noah Fleming

Reviews

4.8 rating at LinkedIn Learning based on 5212 ratings

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