Tackling Intense Customer Service Moments

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38:45

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01 - Introduction

01 - Challenging customer scenario preparation.mp4

01:28

02 - 1. Preparing for Intense Moments

01 - Practice customer empathy.mp4

02:30

02 - Build customer trust with organizational values.mp4

02:17

03 - Mitigate legal risks in customer interactions.mp4

02:03

04 - Anticipate and address customer issues.mp4

02:20

05 - Recognize intense customer moments.mp4

02:32

03 - 2. Navigating Intense Moments

01 - Implement active listening with customers.mp4

02:28

02 - Maintain your professionalism with customers.mp4

02:19

03 - Balance assertiveness with customer empathy.mp4

02:10

04 - Take responsibility for customer interactions.mp4

02:10

05 - Leverage customer negotiation skills.mp4

02:01

06 - Document customer interactions.mp4

03:00

07 - Set realistic expectations for resolutions.mp4

02:17

04 - 3. Reflecting on Intense Moments

01 - Implement customer follow-ups.mp4

02:23

02 - Engage in additional customer service training.mp4

02:38

03 - Practice self-care as a customer service professional.mp4

02:47

05 - Conclusion

01 - Customer challenges as opportunities.mp4

01:22

Description

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.

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