Lynda - Delivering Bad News to a Customer

Size: 343 MB | Duration: 0h 48m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch

Genre: eLearning | Level: Beginner | Language: English

Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.

Topics include:

* Communicating clearly

* Acknowledging the customer's concerns

* Being open to additional questions

* Offering alternatives

* Reviewing customer service policies

* Communicating on the phone or via email

* Interacting with customers in person