01 - Next steps | ILEAD GLOBAL TRAINING CENTER

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IGTC01CS - Customer Service Problem Solving and Troubleshooting (EN)

01 - Introduction

01 - Welcome (1:14)
02 - Make customer service easy (2:02)

02 - 1. A Two-Step Approach to Commonsense Customer Service for Most Situations

01 - Validity of complaints (2:58)
02 - How to respond to valid complaints (2:08)
03 - How to respond to invalid complaints (2:53)

03 - 2. Critical Customer Service Problem-Solving Skills

01 - Diagnose before you prescribe (2:32)
02 - Listen and listen carefully (2:40)
03 - Verify, clarify, and follow up (1:53)

04 - 3. Critical Troubleshooting Skills

02 - Give the customer options (2:36)
01 - Disarm an angry customer (3:05)
03 - How to deliver bad news (1:47)

05 - 4. Final Thoughts

02 - Looking inward to improve (2:45)
01 - Maintain your own sanity (2:13)

06 - Conclusion

01 - Next steps (1:39)

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01 - Next steps

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