Five Steps to Problem-Solving and Defusing Upset Customers
Here you’ll learn all about the five-step TOTAL approach to customer service while problem-solving and diffusing upset customers. You’ll then be able to apply this information in any customer interaction—be it by phone, email or online chat. This course will cover the best practices of industry leading companies when providing stellar customer service.
- Thank the customer for calling.
- Offer to help.
- Treat customers with respect.
- Apologize for inconveniences.
- Listen actively to confirm understanding.