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TORRENT DETAILS
Lynda - Delivering Bad News To A Customer
Status:
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Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.
Topics include:
Communicating clearly
Acknowledging the customer's concerns
Being open to additional questions
Offering alternatives
Reviewing customer service policies
Communicating on the phone or via email
Interacting with customers in person
Official Lynda Tutorial Link
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FILE LIST
Filename
Size
Filetype
Lynda - Delivering Bad News to a Customer
340.2 MB
Folder
00. Introduction/01. Welcome.mp4
21.3 MB
Multimedia File
01. The Problem - Not Knowing How to Break Bad News to a Costumer/01. How most people get it wrong.mp4
30.6 MB
Multimedia File
01. The Problem - Not Knowing How to Break Bad News to a Costumer/02. The solution The four keys.mp4
28.9 MB
Multimedia File
02. The Four Keys to Delivering Bad News/01. Be clear and unequivocal.mp4
24.3 MB
Multimedia File
02. The Four Keys to Delivering Bad News/02. Acknowledge concern.mp4
18.4 MB
Multimedia File
02. The Four Keys to Delivering Bad News/03. Be open to and encourage questions.mp4
25.4 MB
Multimedia File
02. The Four Keys to Delivering Bad News/04. Offer alternatives.mp4
22.1 MB
Multimedia File
03. What to Do in Specific Situations That Call for Bad News/01. Policy conflicts.mp4
24.6 MB
Multimedia File
03. What to Do in Specific Situations That Call for Bad News/02. It's impossible to do.mp4
19 MB
Multimedia File
03. What to Do in Specific Situations That Call for Bad News/03. When you have to say no.mp4
20.6 MB
Multimedia File
04. Communication Channels/01. Email.mp4
18.1 MB
Multimedia File
04. Communication Channels/02. Text or chat.mp4
25 MB
Multimedia File
04. Communication Channels/03. Phone.mp4
21.1 MB
Multimedia File
04. Communication Channels/04. Face-to-face interactions.mp4
21.2 MB
Multimedia File
05. Conclusion/01. Next steps.mp4
19.4 MB
Multimedia File
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