Tackling Intense Customer Service Moments

39mGeneral2024-08-01

Authors

Madecraft

Full-Service Learning Content Company

Afton Howard

Course details

Navigating challenging customer interactions requires a blend of empathy, skill, and strategy. Afton Howard, a customer service expert, offers insights into preparing for and thriving through difficult conversations. This course covers a spectrum of skills, from practicing customer empathy and building trust through organizational values to mitigating legal risks. After this course, you'll be able to turn challenges into opportunities for growth and customer satisfaction.

Learning objectives
Navigate intense customer scenarios with communication skills.
Build customer trust by aligning with organizational values.
Anticipate and mitigate legal risks in interactions.
Apply active listening to address customer concerns.
Balance professionalism and empathy in challenging situations.

Skills covered

Customer Service SkillsCustomer ServiceLeadership SkillsLimited SeriesLeadership and Management

Concepts

0. Introduction

01 - Challenging customer scenario preparation

1. Preparing for Intense Moments

02 - Practice customer empathy
03 - Build customer trust with organizational values
04 - Mitigate legal risks in customer interactions
05 - Anticipate and address customer issues
06 - Recognize intense customer moments

2. Navigating Intense Moments

07 - Implement active listening with customers
08 - Maintain your professionalism with customers
09 - Balance assertiveness with customer empathy
10 - Take responsibility for customer interactions
11 - Leverage customer negotiation skills
12 - Document customer interactions
13 - Set realistic expectations for resolutions

3. Reflecting on Intense Moments

14 - Implement customer follow-ups
15 - Engage in additional customer service training
16 - Practice self-care as a customer service professional

Conclusion

17 - Customer challenges as opportunities