Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.
Overview
Syllabus
Introduction
- Build your customer service skills
- Make customer service easy: Standard operating procedures
- 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
- Diagnose a customer's concerns as the first step
- Listen and listen carefully
- Validate the client's concerns: Three steps for success
- Calming down angry and upset customers
- Give the customer options in unique situations
- Communicate bad news with customers
- Maintain your mindset during stressful times
- Build your own customer service playbook
- Being strong at problem-solving and troubleshooting
Taught by
Noah Fleming