Even in the best businesses, problems can still come up. An important part of any customer-service role is solving problems that customers bring to you. To continue offering a high-quality customer experience, you need to know how to solve problems effectively.

You might find yourself dealing with complaints, helping someone with a product issue, or handling a misunderstanding. Whatever problem you’re facing, maintaining trust, asking questions, and listening to the customer can help you understand the issue. And you can apply communication skills to resolve challenging situations and deliver great customer service.

By the end of this course, you’ll be able to:

• Describe how to maintain customer confidence while seeking a solution
• Identify situational context clues that will help reveal the root cause of the problem
• Apply communication and conflict-resolution skills to de-escalate and manage challenging customer-service problems

Why take this course?

When you’re dealing with customers, you need to be able to solve problems effectively. This course will help. You’ll learn how to keep the customer’s confidence in you, situational context clues that can help, and how to apply communication and conflict-resolution skills to manage problems.

10 mins | SCORM | Takeaway Tasks