Lynda - Delivering Bad News to a Customer

  • CategoryOther
  • TypeTutorials
  • LanguageEnglish
  • Total size340.2 MB
  • Uploaded Byaymen174
  • Downloads483
  • Last checkedJun. 14th '18
  • Date uploadedOct. 23rd '17
  • Seeders 3
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Infohash : 611E0F702CF8DDDC8AC6871DA46D48095CE22F0C


Released: 9/5/2017

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

Files:

Lynda - Delivering Bad News to a Customer 04. Communication Channels
  • 01. Email.mp4 (18.1 MB)
  • 03. Phone.mp4 (21.1 MB)
  • 04. Face-to-face interactions.mp4 (21.2 MB)
  • 02. Text or chat.mp4 (25.0 MB)
02. The Four Keys to Delivering Bad News
  • 02. Acknowledge concern.mp4 (18.4 MB)
  • 04. Offer alternatives.mp4 (22.1 MB)
  • 01. Be clear and unequivocal.mp4 (24.3 MB)
  • 03. Be open to and encourage questions.mp4 (25.4 MB)
03. What to Do in Specific Situations That Call for Bad News
  • 02. It's impossible to do.mp4 (19.0 MB)
  • 03. When you have to say no.mp4 (20.6 MB)
  • 01. Policy conflicts.mp4 (24.6 MB)
05. Conclusion
  • 01. Next steps.mp4 (19.4 MB)
00. Introduction
  • 01. Welcome.mp4 (21.3 MB)
01. The Problem - Not Knowing How to Break Bad News to a Costumer
  • 02. The solution The four keys.mp4 (28.9 MB)
  • 01. How most people get it wrong.mp4 (30.6 MB)

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