Customer service workers may be assigned to workstations equipped with a telephone, headset, and computer. Others may be asked to work in a retail store to interact with customers in person.
Wherever and however you connect with them, customers may be angry or pose difficult-to-resolve problems.
A skilled customer service provider must develop abilities to effectively assess a situation, establish rapport, defuse anger, and work with wide diversity of customers who come from different cultural backgrounds.
Completing this course should take you approximately 8 hours.
Upon successful completion of this course, you will be able to:
- Demonstrate professionalism in difficult situations;
- Describe methods for dealing with challenging customers; and
- Identify tactics for dealing with culturally diverse customers.
Course Curriculum
SECTION 1: CUSTOMER SERVICE PROFESSIONALISM IN DIFFICULT SITUATIONS
1
Duties of A Customer Service Representative
2
Extraordinary Customer-Service Problems
3
Fixing Extraordinary Customer-Service Problems
4
Dealing with Difficult Customers
5
Customer Service Do’s and Don’ts
6
Quiz
SECTION 2: CUSTOMER DIVERSITY
1
Introduction to Customer diversity
2
Serving Diverse and Multicultural Customers
3
Wrapping Up
4
Quiz
SECTION 1: CUSTOMER SERVICE PROFESSIONALISM IN DIFFICULT SITUATIONS
SECTION 2: CUSTOMER DIVERSITY
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