Customer Service: Problem-Solving and Troubleshooting

سرفصل های دوره

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.

01 - Introduction

01 - Build your customer service skills

02 - Make customer service easy Standard operating procedures

02 - 1. Common Sense Customer Service A Two-Step Approach

01 - Explore a model for common sense customer service

02 - How to respond when the customer is right

03 - What to do (or say) when the customer is wrong

03 - 2. Critical Customer Service Problem-Solving Skills

01 - Diagnose a customers concerns as the first step

02 - Listen and listen carefully

03 - Validate the clients concerns Three steps for success

04 - 3. Critical Troubleshooting Skills

01 - Calming down angry and upset customers

02 - Give the customer options in unique situations

03 - Communicate bad news with customers

05 - 4. Customer Service Mindset and Playbook

01 - Maintain your mindset during stressful times

02 - Build your own customer service playbook

06 - Conclusion

01 - Being strong at problem-solving and troubleshooting

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تولید کننده: LinkedIn Learning (Lynda)