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Facing Confrontation in Customer Service (R012)

Description

Type: Online
Duration: 00:30 hours
Status: Active

Perhaps the most uncomfortable responsibility of a customer service representative is dealing with angry customers. This online self-paced course reviews the typical trouble spots when dealing with an angry customer and examines simple techniques to follow when responding to these types of situations. Participants will learn how to respond to a customer complaint by defusing the situation, investigating the problem, and reaching an agreement on a solution.

Topics include:

  • addressing and handling customer complaints
  • defusing customer frustration
  • investigating customer complaints
  • coming to a problem-resolving agreement with a customer
  • matching boundary-related customer service mistakes to strategies for preventing them

More details

More about this course
  • Topics: Career development; Communication skills; Government priorities; Personal and team development; Personal development; Service excellence
  • Community: Employees; Managers; Supervisors
  • Business line: Transferable Skills
  • Provider: Skillsoft

Upcoming offerings

To register, you will be prompted to log in to your GCcampus account.

List of available offerings for course R012
DateTitleTypeLocationLanguage
Self-pacedFacing Confrontation in Customer Service (R012)OnlineOnlineEnglish

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