Customer Service: Problem-Solving and Troubleshooting
40mBeginner2026-06-25
Authors
Noah Fleming
Author, Speaker, President of Fleming Consulting & Co.
Course details
Customer service isn't complicated—but doing it well under pressure takes both empathy and finesse. Today's AI tools can summarize tickets and suggest responses, but they can't replace the judgment it takes to solve real problems.
In this course, customer strategy expert Noah Fleming walks you through practical frameworks for diagnosing and solving customer problems. Noah shows you how to assess whether a complaint is valid or invalid, use the verify, clarify, and follow-up technique, and respond with the right approach across phone, chat, and social media. He also covers how to disarm angry customers, deliver bad news, go off script when the moment demands it, and build a personal playbook for handling whatever comes your way.
Learning objectives
Diagnose customer problems by asking targeted questions and identifying root causes.
Validate and clarify customer concerns using clear, empathetic communication.
Apply structured troubleshooting techniques to generate and evaluate solution options.
Handle difficult or emotional situations with calm, confidence, and professionalism.
In this course, customer strategy expert Noah Fleming walks you through practical frameworks for diagnosing and solving customer problems. Noah shows you how to assess whether a complaint is valid or invalid, use the verify, clarify, and follow-up technique, and respond with the right approach across phone, chat, and social media. He also covers how to disarm angry customers, deliver bad news, go off script when the moment demands it, and build a personal playbook for handling whatever comes your way.
Learning objectives
Diagnose customer problems by asking targeted questions and identifying root causes.
Validate and clarify customer concerns using clear, empathetic communication.
Apply structured troubleshooting techniques to generate and evaluate solution options.
Handle difficult or emotional situations with calm, confidence, and professionalism.
Skills covered
Service MetricsCustomer Service SkillsCustomer ServiceCommunicationProfessional DevelopmentLeadership and ManagementDeep Dive (X:Y)
Concepts
Introduction
- Problem-solving in customer service
- Setting the stage for support at an AI-powered company
Protecting the Customer Relationship
- Assessing customer feedback
- Responding to valid feedback
- Responding effectively to invalid or unproductive feedback
Solving a Customer's Problem
- Making sure you understand the problem
- Avoiding guessing when solving customer problems
Critical Troubleshooting Skills
- Disarming and redirecting unhappy customers
- Knowing when to go off-script
- Communicating bad news with clarity and confidence
- Staying calm with angry, confused, or threatening customers
Conclusion
- Building and using a customer service playbook
- Next steps - Continuing to grow your customer service skills