Controlling conflict, stress and time in Customer Service

Important to know:
The course video is English with Romanian subtitles and test questions are in Romanian.

Overview

Working at a customer support center or support department can be difficult. Sometimes customers may have unrealistic and unreasonable requests, which can lead to conflict and stress. The Customer Relationship Representative (CSR) who aims to provide excellent services can improve customer relationships by understanding each client’s emotional needs and adapting their communication style.

In this course, you will learn how to identify and resolve conflict, negotiate with clients, and develop strategies to better manage time and stress, and explore how a positive approach and attitude can benefit your client relationships ( CS).

 

Objectives

• Recognize warning signs of potential conflict

• Identify ways to reduce conflict with clients

• Identify effective negotiation skills with clients

• Recognize assertive communication strategies

• Recognize ways to demonstrate trust when discussing with a client

• Identify strategies to reduce stress

• identifying time management strategies

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Enrolled: 13 students
Video: 00:24:36
Level: Introductory

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