Customer Success and Service
Handling Difficult Customer Service Scenarios
As a customer service representative, you naturally know a lot about your company and its offerings. Paired with compassion, that knowledge allows you to help customers successfully navigate through their troubles. But what happens when those challenges get extra tricky, even for a seasoned professional? In this course...
Skills you will build
About this course
As a customer service representative, you naturally know a lot about your company and its offerings. Paired with compassion, that knowledge allows you to help customers successfully navigate through their troubles. But what happens when those challenges get extra tricky, even for a seasoned professional? In this course, we’ll answer that question by diving into four complex customer service scenarios. You’ll learn to approach each situation with expert skill and sensitivity – propelling your customer service talents to the next level.
Course outline
7 topics · 70 min
- 1 When Things Get Challenging
- 2 7 Strategies for Gaining Control of Customer Conversations
- 3 How to Handle Refund or Cancellation Requests
- 4 A Guide to Saying “No” to Customers
- 5 Guide to Retaining Customers During Times of Crisis
- 6 Key Takeaways
- 7 Quiz
Handling Difficult Customer Service Scenarios
Free
Start learning- Certificate on completion
- Access on phone and desktop
- Interactive course
- Scenarios