Facing Confrontation in Customer Service
Overview
Achieving service excellence is very challenging when dealing with angry customers.
However, by following a few simple techniques, you can manage difficult customer relationships and provide high-quality customer service.
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.
Competencies Obtained
On completion of this course participants will be able to:
- Feel more confident taking responsibility for customer complaints.
- Avoid making common customer service mistakes when dealing with difficult customers.
- Understand how to defuse a customer’s frustration.
- Identify strategies for investigating customer complaints.
- Come to a problem-resolving agreement with a customer.
Who Should Enrol?
- All customer-facing staff working at an airport.
- Airport managers, supervisors, or team members responsible for frontline personnel.
- Anyone interested in a career in customer service or customer experience management.
Course Content
The Facing Confrontation in Customer Service course covers the following topics:
1. Customer Service Mistakes
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- Common customer service mistakes and how to avoid them, including:
- Avoiding responsibility.
- Overstepping boundaries.
- Being rude.
2. Handling Customer Complaints and Conflict
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- Defusing frustration.
- Investigating problems.
- Coming to an agreement.
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Assessment
This course includes an integrated online assessment. Candidates must successfully complete the assessment to receive a Certificate of Completion.
Course info
- Duration: 15 mins
- Language: English
- Level: Short Course
$75.00 CAD
