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Preview Video
Course Format
Video on Demand  Video On Demand
Product ID
tquemucu_vod
Training Time ?
11 to 15 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
5
Quiz Questions
4
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
TalentQuest
Course screen Course screen Course screen
Overview

Customers can become upset for many reasons including missed delivery dates, products not working as advertised, or interactions with a rude salesperson. For customer-facing employees resolving customer conflicts takes skill and self-awareness. With this online training course, viewers learn which tools to use to find resolution, how to demonstrate the right attitude and behavior, and how to determine the right solution to solve the problem.

This course begins by discussing the right tools needed for positive and effective conflict resolution: active listening and emotional intelligence. Viewers also learn how to demonstrate the right attitude when discussing a customer’s issues, such as staying calm and building a connection. Workers are encouraged to come up with creative solutions and to look for the win-win scenario to make the company and customer happy.

Working with upset customers takes skill and finesse. With this training, employees learn the skills needed to move from conflict towards a successful resolution.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

Customer Service and Sales Staff

Topics
The course presents the following topical areas:
  • Introduction
  • Use The Right Tools
  • Have The Right Attitude
  • Find The Right Solution
  • Summary

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