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Kundservice – Hantera svåra situationer

CHART Learning Solutions
Kort om utbildningen
Längd: 1 dag
Pris: 4 995 SEK exkl. moms
Nästa tillfälle: Courses start bi-weekly (every other week) - Distans
Sista ansökan: 1 week before
   
Ort: Distans
Typ: Onlineutbildning
Språk: Engelska

Kursbeskrivning

How to best deal with difficult situations

  1. Calming Upset/Irate Customers
    Distinguish the difference between a difficult situation and a difficult customer, understand what upset customers want, know what not to do when managing a difficult situation, apply a four-step “Take the Heat” model for handling irate customers, and demonstrate understanding of under-promising and over-delivering.

  2. Difficult Customers
    Understand the needs of difficult customers, explain this as an opportunity to test your service skills, and implement strategies for working with seven types of difficult customers.

  3. Call Escalation
    Understand the definition of call escalation, know the forms of call escalation, summarize when to escalate a call or customer situation, explain the one question to ask before escalating, implement C.O.R.E appropriate call escalation procedures, and understand how to effectively conclude the call.

  4. Handling Complaints
    Understand the special needs of customers with complaints, implement four methods for handling customer complaints, and apply a complaint scenario to a work situation.

  5. Delivering Bad News
    Understand two styles of interpersonal communication, know the pros and cons of each style, implement three approaches to delivering bad news, apply the approaches to real-world situations

Målgrupp

Designed for service professionals, sales representatives, and support staff.

Examen, diplom m.m.

Efter varje genomfört utbildning så erhåller du ett diplom med dess innehåll beskrivet.

Intresseanmälan

Fyll i formuläret för att få mer information om Kundservice – Hantera svåra situationer, direkt från arrangören. Det är gratis och inte bindande!

Recensioner

John Marker   |   2018-09-18
As a leader, manager or customer representative you will always end up in different difficult situations which you have to handle. This course clearly explains how to handle situations, people, escalations and so on. Necessary for anybody facing this. I loved the course!
          (5)
Eva Grant   |   2018-05-15
I am heading a Helpdesk and this course has made me understand the importance of securing relationsships with people and that you can build different relations depending on situations. One of the best courses and not only for helpdesk but as important for your private life.
          (5)
Lorna Giles   |   2017-11-24
As a leader, manager or customer representative you will always end up in different difficult situations which you have to handle. This course clearly explains how to handle situations, people, escalations and so on. Necessary for anybody facing this. I loved the course!
          (5)

CHART Learning Solutions

CHART Learning Solutions

Vi erbjuder marknadens främsta eLearning utbildningar med certifiering inom Ledarskap, Försäljning, Kundservice och Team-building! Vi erbjuder individuell eller gruppcoaching på våra program.

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Kontaktuppgifter

CHART Learning Solutions

Helsingborg

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Recensioner
Kundservice – Hantera svåra situationer
Kursrecensioner
          (5,0)
Baseras på 3 recensioner
Läs recensioner
Arrangörsrecensioner
          (4,9)
Baseras på 100 recensioner
Alla recensioner för arrangören