Customer Service
Controlling the Conversation
Some people really love to talk. You know how the call goes. The detailed explanation of their breakfast, just how late the 4:15 bus was, and what the kid down the road got for Christmas. You can practically hear your average handling time bumping its head on the ceiling. Whatever the customer’s reason for dominating the conversation, it’s your job to take control and solve their problem. This customer services course will show you how to do it.
Learning outcomes:
- Redirect customers when they’re off-topic to keep the conversation productive
- Use open and closed questioning to gain relevant information and manage the conversation
- Manage customers’ expectations to prevent further issues or complaints
It’s not always clear how to start conversations with customers, and even less clear how to control the conversation when it’s started. Luckily, this course will help. You’ll learn strategies and techniques to keep control of the conversations with customers: making sure that issues are resolved efficiently while maintaining positive relationships.
This course is designed for customer service professionals from entry-level, to veterans just looking to hone their skills.
Peace of mind with testing
This course also has an assessment at the end which allows learners to test their understanding and helps businesses demonstrate a level of competence in the topic.
Accessibility
Everyone has the right to learn and learner need can vary depending on environment or disabilities. To support this diversity, we provide transcripts so people have text options for media, alongside subtitles for all videos.
Want to see more?
Your business will likely face unique challenges, but our friendly team is happy to answer any questions you may have. We’re eager to show you any specific courses you’re interested in, or guide you through our off the shelf eLearning courses.