Tackling Intense Customer Service Moments

Navigating challenging customer interactions requires a blend of empathy, skill, and strategy. Afton Howard, a customer service expert, offers insights into preparing for and thriving through difficult conversations. This course covers a spectrum of skills, from practicing customer empathy and building trust through organizational values to mitigating legal risks. After this course, you'll be able to turn challenges into opportunities for growth and customer satisfaction.

Learning objectives

• Navigate intense customer scenarios with communication skills.
• Build customer trust by aligning with organizational values.
• Anticipate and mitigate legal risks in interactions.
• Apply active listening to address customer concerns.
• Balance professionalism and empathy in challenging situations.