Problem-Solving in Customer Service

Name: Problem-Solving in Customer Service
Author: John Forsythe

This course highlights the importance to customer service professionals of knowing who “owns” the process of, and is thereby responsible for, addressing…

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Course: On-Demand

Let's explore problem solving in customer service. We'll discuss how to take ownership of customer relations issues, diffuse customer hostility, and how and when to escalate customer issues. You'll also learn enhanced problem solving skills for face-to-face customer relations, call center customer relations and electronic customer relations. It's important to know who owns the process of addressing customer concerns. Are you responsible for troubleshooting issues? Or do your policies say otherwise? Even if you do everything right, there will always be issues that come up. You'll still have angry, dissatisfied or even hostile customers that need to be addressed. The question in this case is, who should take ownership of the problem? The answer is simple. You should take care of the customers you interact with unless there's a specific policy in your company that says differently, a customer issue is your responsibility if you're the one dealing with the customer. For example, let's say that an angry customer approaches you. One of the main things a hostile customer wants is simply to be heard. If you try to pass the issue onto someone else, and especially if you make the customer wait, you'll likely make the situation worse. Instead, you should take ownership of the issue to the best of your ability. You can either resolve it yourself or actively search for the right person to assist you in the process. But be sure to do so in a way that doesn't leave an upset customer feeling ignored or dismissed. The most important thing you can do when a customer is upset is to actively listen to them and work to solve the problem. If you aren't able to resolve the issue, you can refer them to someone else who may be able to find a solution, but be sure to do so in a way that is inclusive and communicative. An upset customer who sees their concerns resolved may become more loyal because they've seen the effort your company is willing to make to improve their experience. These customers will have confidence that if things go wrong in the future, your company will help them. A customer relations issue is an opportunity for you and your company to build customer loyalty.

Beginner Provider : John Forsythe 6 Lessons · 15m in Arabic, German, English, Spanish, French, Portuguese, Chinese

Course Description

This course highlights the importance to customer service professionals of knowing who “owns” the process of, and is thereby responsible for, addressing customer concerns. It discusses taking ownership of customer relations issues, defusing customer hostility, and escalating customer issues in a timely and appropriate way. Finally, it discusses enhanced problem-solving skills for face-to-face, call center, and electronic customer relations.

What You'll Learn

Take ownership of customer relations issues and the process of addressing customer concerns
Apply enhanced problem-solving skills in face-to-face customer relations
Improve problem-solving in call center customer relations
Refine problem-solving for electronic customer relations
Defuse a customer's anger or hostility
Identify when and how to escalate customer issues in a timely and appropriate way

Key Takeaways

Customer service professionals benefit from knowing who owns the process of, and is responsible for, addressing customer concerns.
Taking ownership of customer relations issues is central to resolving customer concerns.
Problem-solving approaches differ across face-to-face, call center, and electronic customer relations.
Defusing customer hostility is part of effective problem-solving in customer service.
Escalating customer issues in a timely and appropriate way is an important problem-solving skill.

Frequently Asked Questions

What does this course cover?

It covers taking ownership of customer relations issues, defusing customer hostility, escalating customer issues in a timely and appropriate way, and enhanced problem-solving skills for face-to-face, call center, and electronic customer relations.

Who is this course for?

It is designed for customer service professionals, addressing the importance of knowing who owns and is responsible for addressing customer concerns.

What skills will I gain from this course?

You will learn problem-solving skills for customer service situations and how to identify when to escalate customer issues.

Does the course address different customer service channels?

Yes, it discusses enhanced problem-solving skills for face-to-face, call center, and electronic customer relations.

How does the course help with difficult customers?

It includes guidance on defusing a customer's anger or hostility as part of its problem-solving content.