Effective Problem Solving

Duration
15′

No. of mini-lessons
6

Resources
Workbook


Course overview

You’re most likely familiar with this scenario. A difficult issue or unreasonable request comes up during the last 5 minutes before the end of your shift. You’re tempted to shoot off the first response that comes to mind just to get the customer off your back. Netflix isn’t going to watch itself, is it?

But customer service is about helping customers, not giving them false hope. It’s about identifying the real problem and coming up with a suitable solution. Not just telling customers what you think they want to hear.

It takes time to learn how to handle delicate situations and think on your feet. These 6 mini-lessons will teach you how to address problem points, read between the lines, and propose meaningful solutions to keep customers satisfied, even when there is no easy solution.

 

What’s covered

Understanding the customer’s point of view

How to communicate effectively

Finding the balance between company policy and satisfying the customer

How to manage the customer’s expectations

How to find solutions and follow-up on inquiries

Why your teams need this course

Since unsatisfied customers can result in loss of sales and bad publicity, effective problem solving is a crucial skill for teams in sales, customer support, marketers, and company managers.

EN