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Home / 13 - Call Center

13 - Call Center

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Communication Fundamentals
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Cultural Sensitivity in Customer Service
$4.99 Add to cart
Customer Communication Essentials
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Customer Service Fundamentals
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Customer Service Skills
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Do You Have these Four Customer Service Skills?
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Handling Difficult Customers – Service Scenarios
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How to Recognize and Overcome Bias
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Managing a Customer Service Team
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Managing a Successful Contact Center
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Optimizing Customer Communication Across Channels
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Soliciting and Responding to Customer Feedback
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Working Across Cultures
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Working with Upset Customers
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Forum Description

Does dealing with an upset customer make your heart race and your stomach churn? If so, you’re not alone. It’s easy to lose our composure or feel flustered when we encounter someone who is unsatisfied, unhappy, or just plain difficult. But as challenging as emotional customers are, they’re simply a fact of life in customer service. After all, customers don’t typically reach out when things are going well. They need help when there’s a problem or an unmet expectation—and that, understandably, can feel upsetting. In this course, you’ll learn why customers get upset and how to defuse those situations with an effective apology and action plan for making things right. Then, you’ll learn to spot when customers go too far, so you can protect yourself from abuse.

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