This is a self-learning course that you can complete at any time.
Episode 1:
- Root causes for the aggressive behavior of customers and their customer
- How aggression works with vulnerability
- 3-step process for dissolving the customer’s aggression
Episode 2:
- Information sources available to help prevent customer service meltdowns before they happen
- Thought of ways to analyze Customer Satisfaction Survey results to engage your team
Episode 3:
- 6 human needs and how to use them in customer interactions
- The crazy 8 pattern
- Practical & tactical tips on techniques
- Your key role as a customer service manager
Episode 4: Site actions