Customer Service: Problem Solving and Troubleshooting (2018)
32mBeginner2018-01-11
Authors
Noah Fleming
Author, Speaker, President of Fleming Consulting & Co.
Course details
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.
Learning objectives
Identify the first step to take with an invalid complaint.
Recognize the importance of always listening to the customer.
Explain how to deal with a customer who is rude and making you uncomfortable.
Learning objectives
Identify the first step to take with an invalid complaint.
Recognize the importance of always listening to the customer.
Explain how to deal with a customer who is rude and making you uncomfortable.
Skills covered
Help Desk SkillsDecision-MakingCustomer Service SkillsIT Help DeskCustomer ServiceProfessional DevelopmentLeadership and ManagementDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Welcome
- 02 - Make customer service easy
1. A Two-Step Approach to Commonsense Customer Service for Most Situations
- 03 - Validity of complaints
- 04 - How to respond to valid complaints
- 05 - How to respond to invalid complaints
2. Critical Customer Service Problem-Solving Skills
- 06 - Diagnose before you prescribe
- 07 - Listen and listen carefully
- 08 - Verify, clarify, and follow up
3. Critical Troubleshooting Skills
- 09 - Disarm an angry customer
- 10 - Give the customer options
- 11 - How to deliver bad news
4. Final Thoughts
- 12 - Maintain your own sanity
- 13 - Looking inward to improve
Conclusion
- 14 - Next steps