Gain tools to handle conflict with empathy and clarity. Learn emotional regulation, de-escalation, and how to turn difficult moments into opportunities for trust and advocacy.
Overview
Syllabus
- Unit 1: Taking Accountability in Customer Interactions
- Taking Accountability When Expectations Aren't Met
- Avoiding Defensive Reactions to Frustrated Customers
- Reassuring a Dissatisfied Customer
- Unit 2: Communicating Progress Clearly and Regularly
- Setting Expectations for Timing or Next Steps
- Providing Proactive Customer Support
- Communicate Progress and Build Trust
- Unit 3: Solving Problems with Integrity
- Communicating Customer Issues Cross-Functionally
- Addressing Customer Needs Thoroughly
- Responsibly Actioning an Issue Beyond Your Expertise
- Unit 4: Rebuilding Confidence After Mistakes
- Learning from Past Experiences
- Demonstrating Commitment to Better Customer Experiences
- Keeping Tone Constructive When Frustration Arises
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Reviews
3.0 rating, based on 1 Class Central review
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Elizabeth Danilola @BambiDaniI’m disappointed that I cannot complete my course in one hour as indicated on the course outline because I had planned to finish it today. I was ready to complete the entire course in a single sitting, but I’ve encountered a restriction requiring either a paid subscription or a 24-hour wait to continue the free trial. This limitation prevents me from achieving my goal today, which is frustrating, especially since the content itself is manageable within the stated timeframe. I hope to find a way to finish the course soon without further delays
