Customer Service: Problem-Solving and Troubleshooting (2022)

35mBeginner2022-10-31

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.

Skills covered

Help Desk SkillsDecision-MakingCustomer Service SkillsIT Help DeskCustomer ServiceProfessional DevelopmentLeadership and ManagementOne-Off

Concepts

Introduction

Build your customer service skills
Make customer service easy - Standard operating procedures

Common Sense Customer Service - A Two-Step Approach

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

Critical Customer Service Problem-Solving Skills

Diagnose a customer's concerns as the first step
Listen and listen carefully
Validate the client's concerns - Three steps for success

Critical Troubleshooting Skills

Calming down angry and upset customers
Give the customer options in unique situations
Communicate bad news with customers

Customer Service Mindset and Playbook

Maintain your mindset during stressful times
Build your own customer service playbook

Conclusion

Being strong at problem-solving and troubleshooting