Handling Challenging Situations
Customer Service
Overview
If your job was easy, anyone could do it! You re constantly facing challenges — in fact, that s your JOB!
This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.
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Performance Outcomes
As a result of participating in Handling Challenging Situations, you should be able to handle challenging customer interactions in a way that results in a positive customer experience. Specifically, you should be able to:
- Use a five-step process for resolving conflicts, handling challenging situations, and service recovery.
- Identify, clarify, and resolve issues.
- Effectively handle customer interactions involving call escalation and specific policies and procedures.
- Negotiate to provide a win-win customer experience.
Activities
Activities include identification of specific challenges, discussion of the Five-Step Process model for effectively handling challenging situations and resolving conflict, a round-robin real play focused on the application of the Five-Step Process, and a coached role play based on scenarios written by the participants in the areas of call escalation and policies and procedures.
