Imagine if you interacted with your grandma in the same way as you interact with your line manager. Or if you spoke to a stranger the same way you speak to your partner. It just wouldn’t be appropriate. And it’s the same in customer service, too.

Different interactions call for different approaches. Sometimes the best way of helping a customer is through a face-to-face chat. At other times a phone call or email is more appropriate. As someone who works in customer service, it’s up to you to match the interaction to your customers’ needs. This course will show you how.

By the end of this course, you’ll be able to:

• Identify key customer service interactions
• Explain how to handle common customer service scenarios
• Follow some best-practice tips to improve customer interactions

Why take this course?

Whether you’re a customer service leader or working on the front line, you have the power to shape customer interactions. Matching your interactions to the customers’ needs can help bring about more positive outcomes. In this course, you’ll learn about key customer service interactions, how to deal with common scenarios, and best-practice tips for improving interactions.

10 mins | SCORM | Takeaway Tasks