Customer Service: Problem Solving and Troubleshooting | Noah Fleming | LYNDA
English | Size: 256.91 MB
Category: Tutorial
Customer service care costs organizations billions of dollars each year. As a result, it’s critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company.
Topics include:
Responding to valid and invalid complaints
Diagnosing a problem before you prescribe a fix
Disarming and redirecting unhappy customers
Delivering bad news
Remaining calm, cool, and collected while dealing with customers
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