Facing Confrontation in Customer Service (TRN242)

Product code: TRN242

Available offerings

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Online

Course


Online

Course

Overview

Delivery method

Delivery method

Online

Duration

Duration

Less than 1 hour

Audience

Audience

Employees

Managers

Supervisors

 

Description

Perhaps the most uncomfortable responsibility of a customer service representative is dealing with angry customers. This online self-paced course reviews the typical trouble spots when dealing with an angry customer and examines simple techniques to follow when responding to these types of situations. Participants will learn how to respond to a customer complaint by defusing the situation, investigating the problem, and reaching an agreement on a solution.

Topics include:

  • addressing and handling customer complaints
  • defusing customer frustration
  • investigating customer complaints
  • coming to a problem-resolving agreement with a customer
  • matching boundary-related customer service mistakes to strategies for preventing them

Legacy course code: R012

Date modified: 2024-10-03