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  • Lynda - Delivering Bad News to a Customer
  • 340 MB
  • aymen174
  • Lynda Delivering News Customer
  • English
  • Tutorials

Description

Released: 9/5/2017

Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.

Topics include:

Communicating clearly

Acknowledging the customer's concerns

Being open to additional questions

Offering alternatives

Reviewing customer service policies

Communicating on the phone or via email

Interacting with customers in person

Official Lynda Tutorial Link


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Files

04. Communication Channels/01. Email.mp4 18 MB
04. Communication Channels/03. Phone.mp4 21 MB
04. Communication Channels/04. Face-to-face interactions.mp4 21 MB
04. Communication Channels/02. Text or chat.mp4 25 MB
02. The Four Keys to Delivering Bad News/02. Acknowledge concern.mp4 18 MB
02. The Four Keys to Delivering Bad News/04. Offer alternatives.mp4 22 MB
02. The Four Keys to Delivering Bad News/01. Be clear and unequivocal.mp4 24 MB
02. The Four Keys to Delivering Bad News/03. Be open to and encourage questions.mp4 25 MB
03. What to Do in Specific Situations That Call for Bad News/02. It's impossible to do.mp4 19 MB
03. What to Do in Specific Situations That Call for Bad News/03. When you have to say no.mp4 21 MB
03. What to Do in Specific Situations That Call for Bad News/01. Policy conflicts.mp4 25 MB
05. Conclusion/01. Next steps.mp4 19 MB
00. Introduction/01. Welcome.mp4 21 MB
01. The Problem - Not Knowing How to Break Bad News to a Costumer/02. The solution The four keys.mp4 29 MB
01. The Problem - Not Knowing How to Break Bad News to a Costumer/01. How most people get it wrong.mp4 31 MB

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