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Customer Service (S)

(L18) Five Steps to Problem-Solving and Diffusing Upset Customers


Description
Here you’ll learn all about the five-step TOTAL approach to customer service while problem-solving and diffusing upset customers.

Course Topics
Thank the customer for calling
Offer to help
Treat customers with respect
Apologize for inconveniences
Listen actively to confirm understanding
Content
  • Five Steps to Problem-Solving
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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