Creating Positive Conversations with Challenging Customers
With Myra Golden
Liked by 3,405 users
Duration: 30m
Skill level: Intermediate
Released: 2/23/2022
Course details
What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues, positioning controversial policies, and how to politely distance from hot-button issues like religion and politics to maintain a professional position.
Skills you’ll gain
Earn a sharable certificate
Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.
LinkedIn Learning
Certificate of Completion
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Showcase on your LinkedIn profile under “Licenses and Certificate” section
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Download or print out as PDF to share with others
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Share as image online to demonstrate your skill
Meet the instructor
Learner reviews
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Suzanne Beaulieu-Frey
Suzanne Beaulieu-Frey
Nurse case Manager at Carepath. Elder Care
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Miguel Vansteenkiste
Miguel Vansteenkiste
Project Manager
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W Todd Heppe
W Todd Heppe
Sales and Management Professional
Contents
What’s included
- Test your knowledge 3 quizzes
- Learn on the go Access on tablet and phone