Customer Service: Problem-Solving and Troubleshooting

Trainers
Kim Go |

Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company.

Tags :
Customer Service
Technical Support

Course Information

Objective

Upon completion of this course, participants will be able to:

Effectively identify and analyze customer problems: Participants will develop the skills to accurately pinpoint the root causes of customer issues, considering both technical and emotional factors.
Implement effective problem-solving strategies: Participants will learn a variety of problem-solving techniques, including troubleshooting methodologies, to resolve customer inquiries efficiently and satisfactorily.
Communicate effectively with customers during problem resolution: Participants will develop strong communication skills to convey solutions clearly, empathize with customers' concerns, and maintain a positive customer experience throughout the problem-solving process.
Utilize available resources and tools: Participants will become proficient in using relevant resources, such as knowledge bases, customer relationship management (CRM) systems, and escalation procedures, to support problem resolution.
Adhere to company policies and procedures: Participants will understand and follow company guidelines related to customer service, problem resolution, and escalation processes.