课程详情
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.
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MURPHY TALANAY
MURPHY TALANAY
Financial Management Graduate - Class 2024 || Former OJT at Landbank - Commission On Audit Department
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内容
课程内容
- 知识测验 3 个测验
- 随时随地学习 可在平板电脑和手机上访问
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