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Customer Care

Creating Positive Conversations with Challenging Customers


Description
What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? This course share approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues.
Content
  • 1. Telling a customer what you can do
  • 2. Be positive with customers, not provoking
  • 3. Pacing your customers
  • 4. Ask what else your customers may need
  • 5. Use partnership language with customers
  • 6. Overcome resistance with customers
  • 7. Empathize for positive interactions with customers
  • 8. Words and phrases to avoid, and better options
  • 9. How to apologize to customers
  • 10. Positioning your return and refund policies
  • 11. Issues with billing or customer rewards
  • 12. Your competitor is better
  • 13. Start, stop, continue exercise
  • QUIZ
Completion rules
  • All units must be completed
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