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LinkedIn Learning

Customer Service: Problem Solving and Troubleshooting

via LinkedIn Learning

Overview

Prepare for a new career with $100 off Coursera Plus
Gear up for jobs in high-demand fields: data analytics, digital marketing, and more.
Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Syllabus

Introduction
  • Welcome
  • Make customer service easy
1. A Two-Step Approach to Commonsense Customer Service for Most Situations
  • Validity of complaints
  • How to respond to valid complaints
  • How to respond to invalid complaints
2. Critical Customer Service Problem-Solving Skills
  • Diagnose before you prescribe
  • Listen and listen carefully
  • Verify, clarify, and follow up
3. Critical Troubleshooting Skills
  • Disarm an angry customer
  • Give the customer options
  • How to deliver bad news
4. Final Thoughts
  • Maintain your own sanity
  • Looking inward to improve
Conclusion
  • Next steps

Taught by

Noah Fleming

Reviews

4.7 rating at LinkedIn Learning based on 5219 ratings

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