One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.
Customer Service Confrontation and Conflict
recognize examples of guidelines for taking responsibility for customer complaints
match boundary-related customer service mistakes to strategies for preventing them
match types of customer service rudeness to strategies for avoiding them
recognize guidelines for defusing a customer's frustration
identify strategies for investigating customer complaints
recall guidelines for coming to a problem-resolving agreement with a customer
recognize strategies for properly addressing and handling customer complaints
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.