Avoiding Common Customer Service Issues

Name: Avoiding Common Customer Service Issues
Author: William Smith

Learn to avoid common issues in customer service

Preview the first lesson free — get full access to all 5 lessons.

Course: On-Demand

(bright music) How can you avoid some common customer service issues? In these lessons, I'll walk you through ways to improve customer service quality, resolve complaints, balance speed with quality, evaluate goals, and implement changes in your customer service workflow. (air whooshing) Achieving best in class customer service should be a primary organizational focus from leadership on down. It is equally important to recognize how poor customer service can affect your organization. Poor customer service can have a negative impact on your business in many ways, up to and including reputation, sales, and retention. (air whooshing) In today's digital age, news can travel around the world in an instant. (air whooshing) If potential customers see negative online reviews of your company, products, or services, they may not do business with you. A reputation takes years to build and seconds to destroy. Earning and keeping it is a daily struggle. (air whooshing) If a company has a poor customer service reputation, they will lose sales, and customers will look to competitors to fulfill their needs. The cost of poor customer service can directly affect companies' profits and, by extension, employees' pay. In turn, your customer service team members will bear the brunt of customer complaints. Over time, this can lower team morale and reduce retention. Substandard customer service leads to a variety of serious problems. You can avoid these issues by applying the right strategies to improve your customer service quality, such as: (air whooshing) employee empowerment, training, and analysis. (air whooshing) It's essential to empower employees to help solve customer complaints and settle outstanding issues on their own. Usually the first thing a disgruntled customer says is something along the lines of, "I would like to speak to the manager." While the employee tries to get the manager on the phone or in person, the customer can grow even more agitated. Allowing a team member to meet customers' needs directly increases customer service quality, shows the customer that the company wants to make them happy, and helps shorten and defuse the situation.

Intermediate Provider : William Smith 5 Lessons · 11m in Arabic, German, English, Spanish, French, Portuguese, Chinese

Course Description

This module covers the impact of poor customer service and how to improve its quality. It also gives an overview of how to resolve customer complaints. This module will instruct on how to change your customer service workflow to better meet the customers’ needs.

What You'll Learn

Resolve customer service issues and handle complaints and conflicts
Determine which customer service strategy to use for a given situation
Balance the speed and quality of service across your team
Provide an excellent customer service experience that meets customers' needs
Plan and implement changes in your customer service workflow
Evaluate and adjust your customer service goals

Key Takeaways

Poor customer service has a measurable impact, and improving its quality is central to better serving customers' needs.
Resolving complaints and conflicts is a core skill for handling common customer service issues.
Effective service requires balancing the speed and quality of the experience delivered to customers.
Customer service goals should be evaluated and adjusted over time, and changes implemented in the workflow.
Choosing the right customer service strategy helps deliver an excellent customer service experience.

Frequently Asked Questions

What does this course cover?

This module covers the impact of poor customer service and how to improve its quality, gives an overview of how to resolve customer complaints, and instructs on how to change your customer service workflow to better meet customers' needs.

What will I learn to do in this course?

You will learn how to resolve customer service issues, determine which customer service strategy to use, balance speed and quality of service, provide an excellent customer service experience, and plan a customer service workflow.

What topics are included in the lessons?

Lessons cover understanding the impact of poor customer service and improving its quality, resolving complaints and conflicts, helping your team balance speed and quality of service, evaluating and adjusting your customer service goals, and implementing changes in your customer service workflow.

Does the course address working with a team?

Yes. One lesson focuses on helping your team balance speed and quality of service.