Linkedin - De-Escalating Conversations for Customer Service

  • CategoryOther
  • TypeTutorials
  • LanguageEnglish
  • Total size641.9 MB
  • Uploaded Byfreecoursewb
  • Downloads62
  • Last checkedJan. 16th '22
  • Date uploadedJan. 14th '22
  • Seeders 6
  • Leechers4

Infohash : 1CDD6EB786D17988DB3CEADB5C259F86E7A14FD6

De-Escalating Conversations for Customer Service



https://CoursePig.com

Duration: 49m | .MP4 1280x720, 30 fps(r) | AAC, 48000 Hz, 2ch | 641 MB
Genre: eLearning | Language: English

Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

Files:

[ CoursePig.com ] Linkedin - De-Escalating Conversations for Customer Service
  • Get Bonus Downloads Here.url (0.2 KB)
    • ~Get Your Files Here ! 1. Intense Customer Service Situations
    • 001. Why you've been unsuccessful with angry customers.en.srt (2.2 KB)
    • 001. Why you've been unsuccessful with angry customers.mp4 (19.0 MB)
    2. Pre-empt an Escalation
    • 002. Three reasons situations escalate—and how to stop the cycle.en.srt (6.2 KB)
    • 002. Three reasons situations escalate—and how to stop the cycle.mp4 (49.2 MB)
    • 003. Positive positioning with customers.en.srt (5.1 KB)
    • 003. Positive positioning with customers.mp4 (41.5 MB)
    • 004. The principle of don't push.en.srt (6.5 KB)
    • 004. The principle of don't push.mp4 (51.8 MB)
    • 005. Manage expectations with customers.en.srt (5.2 KB)
    • 005. Manage expectations with customers.mp4 (39.9 MB)
    • 006. Be regretful but direct with customers.en.srt (4.4 KB)
    • 006. Be regretful but direct with customers.mp4 (33.9 MB)
    3. Common Customer Issues
    • 010. Yelling or cursing customer.en.srt (3.6 KB)
    • 010. Yelling or cursing customer.mp4 (28.7 MB)
    3. Three-Step De-escalation
    • 007. Recognize the customer's emotions.en.srt (3.8 KB)
    • 007. Recognize the customer's emotions.mp4 (29.8 MB)
    • 008. Resolve the customer's issue.en.srt (2.3 KB)
    • 008. Resolve the customer's issue.mp4 (17.8 MB)
    4. Common Customer Issues
    • 009. When a customer disagrees with your policy.en.srt (4.7 KB)
    • 009. When a customer disagrees with your policy.mp4 (34.2 MB)
    6. Double Your Effectiveness De-escalation
    • 016. Listen with the intent to understand.en.srt (4.6 KB)
    • 016. Listen with the intent to understand.mp4 (36.1 MB)
    • 017. Use partnering language with customers.en.srt (3.2 KB)
    • 017. Use partnering language with customers.mp4 (25.3 MB)
    • 018. Dealing with your own frustration.en.srt (4.5 KB)
    • 018. Dealing with your own frustration.mp4 (34.5 MB)
    • 019. Dealing with demanding customers.en.srt (4.4 KB)
    • 019. Dealing with demanding customers.mp4 (35.4 MB)
    7. Common Customer Issues
    • 020. When a customer asks for a manager.en.srt (4.8 KB)
    • 020. When a customer asks for a manager.mp4 (36.0 MB)
    • 021. When a customer disagrees with your policy.en.srt (4.7 KB)
    • 021. When a customer disagrees with your policy.mp4 (34.1 MB)
    • 022. Customer's request is not possible.en.srt (4.4 KB)
    • 022. Customer's request is not possible.mp4 (33.0 MB)
    • 022. Yelling or cursing customer.en.srt (3.7 KB)
    • 022. Yelling or cursing customer.mp4 (28.7 MB)
    • Bonus Resources.txt (0.4 KB)
      • Glossary_De_Escalating_Conversations_Customer_Service Exercise Files
      • Glossary.pdf (29.0 KB)
      NA. NA
      • 0NA. Customer's request is not possible.en.srt (4.3 KB)
      • 0NA. Customer's request is not possible.mp4 (33.0 MB)

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