Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. 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
If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.