If you are not accustomed to working with customers who are different from you, you may not be sure how to interact with them. In this course, you will learn guidelines for working with customers from different cultures.
Learning Objectives
- Define diversity
- Define culture
- List strategies to better serve diverse customers
- Describe ways to overcome language barriers
Language: English
Estimated Time (Hrs.): 0.8
Micro-module: No
Micro-module Series: No
In this course, you will learn how to work well with customers with all types of disabilities. You will discover general guidelines for working with customers who have a variety of disabilities. You will also find out about special considerations when working with customers who have specific types of disabilities.
Learning Objectives
- List different types of disabilities
- Identify potential obstacles for customers with disabilities
- Use language that focuses on the customer, not the disability
- Describe general guidelines for working with customers with all types of disabilities
- Explain special considerations when working with customers with specific disabilities
Language: English
Estimated Time (Hrs.): 1
Micro-module: No
Micro-module Series: No
In customer service, you encounter a wide range of customer personalities. While some customers are fun to work with, others are hard to work with no matter the situation. Others are simply angry. In this course, you will learn how to deal with different types of difficult customers.
Learning Objectives
- Explain how to stay calm and composed when dealing with difficult customers
- Describe techniques for handling different types of difficult customers
- List ways to handle entitled customers
- Explain how to restore your relationship with difficult customers
Language: English
Estimated Time (Hrs.): 1
Micro-module: No
Micro-module Series: No
When you work in customer service, dealing with unhappy customers is unavoidable. In this course, you will learn how to respond to customer complaints. You will also discover a problem-solving process that can help you and the customers reach a mutually agreeable solution.
Learning Objectives
- Explain the importance of customer complaints
- List the different modes of customer complaints
- Explain how to encourage customer complaints
- Describe how to prepare for common complaints
- Explain how to choose words that help calm angry customers
- Explain how to deal with complaints promptly and to the satisfaction of the customer
- Describe the problem-solving process in customer service
- Handle customer objections to possible solutions
- Recognize the importance of following up with customers
- Explain how to use complaints to prevent issues with future customers
Language: English
Estimated Time (Hrs.): 1.4
Micro-module: No
Micro-module Series: No
Difficult situations do not occur only with your external customers; they can occur with your internal customers as well. In this course, you will learn why conflict with internal customers occurs and what you can do to manage it.
Learning Objectives
- Describe the differences between positive and negative conflict
- List the effects of negative conflict
- List the reasons why conflicts with internal customers occur
- Explain what you can do to prevent conflicts with internal customers
- Identify negative behavior
- Decide if and when to address conflict with internal customers
- Describe what you can do to help resolve conflict with internal customers
Language: English
Estimated Time (Hrs.): 1.5
Micro-module: No
Micro-module Series: No