Customer Service De-Escalation Training

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Viktoriya Maya

2:47:26

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1. Introduction

1. Course Introduction.mp4

01:06

2. Developing a Customer-Centric Mindset

1. Objectives.mp4

01:29

2. Cultivating a Positive Attitude.mp4

03:52

3. Getting Clear on Your Goals.mp4

02:30

4. Is the Customer Always Right.mp4

04:58

5. Why Difficult Situations Arise.mp4

02:47

6. Differentiating Between Upset and Difficult Customers.mp4

02:06

3. Preventing Upset Customers

1. Objectives.mp4

01:29

2. Preventing Potential Problems.mp4

02:28

3. Implementing a Proactive Approach.mp4

03:11

4. Building a Personal Connection.mp4

03:37

5. Acknowledging Customer Emotions.mp4

03:40

6. Using I vs. We.mp4

01:21

7. Replacing Trigger Words.mp4

03:28

8. When You Dont Know the Answer.mp4

01:58

9. Refocusing Attention on the Solution.mp4

03:16

10. Ensuring Customer Satisfaction.mp4

01:46

4. Problem-Solving in Customer Service

1. Objectives.mp4

00:58

2. Assessing the Situation.mp4

03:15

3. Validity of Complaints.mp4

02:37

4. Understanding Customer Needs.mp4

03:47

5. Demonstrating Empathy.mp4

02:51

6. Listening Before Diagnosing.mp4

02:29

7. Asking the Right Types of Questions.mp4

02:49

8. Preventing Negative Emotions.mp4

02:30

9. Empowering the Customer.mp4

02:19

10. Following up with Customers.mp4

02:40

5. Using Language Strategically

1. Objectives.mp4

01:21

2. Partnership Language for Building Rapport.mp4

03:01

3. Restoring Customer Confidence.mp4

03:11

4. Strategies for Written Communication.mp4

01:30

5. Getting Past Resistance.mp4

03:01

6. Understanding Customer Motivations.mp4

02:48

7. Tactful Ways to Deliver Bad News.mp4

03:20

8. Following up to Thank the Customer.mp4

01:44

9. When and How to Escalate Complaints.mp4

01:59

10. Best Practices for Escalating Complaints.mp4

03:48

11. Setting Appropriate Boundaries.mp4

03:30

6. Learning from Upset Customers

1. Objectives.mp4

01:09

2. Importance of Learning from Challenges.mp4

02:01

3. Power of Embracing Mistakes.mp4

01:38

4. Finding Opportunities to Improve.mp4

01:56

5. Preserving the Relationship.mp4

02:47

6. Turning Upset Customers Into Brand Ambassadors.mp4

03:37

7. Approaching Every Problem as an Opportunity.mp4

01:47

8. Using Websites to Collect Feedback.mp4

03:12

9. Using Emails to Collect Feedback.mp4

02:15

10. Using Social Media and Apps for Feedback.mp4

02:41

11. Importance of Analyzing Customer Feedback.mp4

02:13

12. Addressing Common Complaints - Part 1.mp4

03:56

13. Addressing Common Complaints - Part 2.mp4

03:04

7. Self-Care and Personal Growth

1. Objectives.mp4

01:05

2. Self-Care Back to the Basics.mp4

04:41

3. Dealing with Criticism and Negative Emotions.mp4

04:48

4. Creating a Positive Work Environment.mp4

03:44

5. Tips for Working from Home.mp4

03:16

6. Nutrition to Combat Stress.mp4

03:44

7. Adopting Healthy Sleep Habits.mp4

02:49

8. Importance of Taking Breaks.mp4

02:58

9. Creating a Support Network.mp4

02:57

10. Looking Inward to Improve.mp4

04:38

Description

Handle Upset an Difficult Customers with Confidence | Professional Communication } Business English } Soft Skills Course

What You'll Learn?

Deliver bad news and escalate complaints in a professional manner
Deal with difficult customers and diffuse tense situations
Build rapport with your customers and acknowledge their emotions
Use empathy to make your customers feel valued, heard, and respected
Ask effective questions to gather valuable information
Understand your customers’ needs and provide suitable solutions
Set realistic customer expectations to prevent potential problems
Replace language that triggers negative emotions
Assess the situation and validity of customer complaints
Effectively manage stress and stay calm under pressure
Collect and analyze customer feedback to improve your products and services
Turn every challenge into an opportunity for growth
And more!

Who is this for?

Customer service professionals and teams

Sales professionals

Help desk staff

Retail employees

Business owners and freelancers who interact with customers

What You Need to Know?

No prior experience required. Just curiosity and motivation to learn and grow!

More details

Description

Welcome to our comprehensive course on mastering the delicate art of handling upset and challenging customers! Whether you're aiming to pivot your career, refine your skills, or climb the professional ladder, this comprehensive training is tailored to enhance your business communication

Unlock Career Opportunities through Enhanced Soft Skills
In the realm of business communication, the ability to navigate challenging customer interactions is a game-changer. Professionals who excel in delivering exceptional service and building positive client relationships often find themselves presented with lucrative job prospects, increased compensation, and elevated responsibilities. This course is your gateway to unlocking these career advancements.

Invest in Your Personal and Professional Growth
Beyond the professional perks, cultivating in-demand business communication skills contributes significantly to personal development. Effectively managing customer interactions not only instills confidence but also hones your communication skills, fostering an improvement in self-esteem. Whether you're aiming for career heights or seeking personal growth, our course provides the perfect launchpad.

Upskill Your Team for Success
For those seeking comprehensive team training, your search ends here. This course streamlines team onboarding, saving you valuable time and resources. Equip your entire team with the skills to deliver unparalleled customer service, ensuring your business stands out in customer satisfaction.

Key Learning Objectives:

Deliver outstanding customer service for satisfaction, loyalty, and repeat business.
Surpass customer expectations, creating memorable service experiences.
Establish rapport with customers, cultivating relationships built on trust.
Navigate challenging situations with difficult customers effectively.
Apply active listening techniques to comprehend customer needs.
Manage customer expectations by setting realistic standards.

Enroll today to gain instant access to a collection of valuable resources crafted for your success:

Engaging video lectures
Downloadable guides, scripts & templates
Comprehensive course notes for easy review
Thoughtfully crafted quizzes to gauge your understanding
Udemy's Certificate of Achievement to bolster your credentials

Start Your Learning Journey Now:
Upon enrollment, immerse yourself in a world of knowledge with immediate access to lectures, course notes, downloadable templates, and supplementary readings. Track your progress through quizzes and, upon completion, proudly receive a prestigious certificate from Udemy, celebrating your mastery in handling upset and challenging customers.

Ready to elevate your communication skills to new heights?
Enroll now, and let's embark on this transformative learning experience together!

Who this course is for:
Customer service professionals and teams
Sales professionals
Help desk staff
Retail employees
Business owners and freelancers who interact with customers

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Customer Service

Viktoriya Maya

Instructor's Courses

Hi!I am Viktoriya.I have focused my work on helping individuals and organizations improve their business communication and customer service skills. I am passionate about helping people learn, grow and build better relationships. My mission is to help people become more effective communicators and better serve their customers. I believe that effective communication is key to success in both personal and professional lives, and I am committed to helping you achieve your goals.Thank you for checking out my courses!Viktoriya

Udemy

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