Customer Success: Working With Upset Customers
Published 3/2023
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 2.41 GB | Duration: 1h 57m

Master customer success: proven techniques for dealing with upset customers.

What you'll learn
Understand the psychology behind upset customers and how to de-escalate their emotions.
Learn communication strategies for effective interactions with difficult customers.
Identify and address common reasons for customer frustration and dissatisfaction.
Develop empathy and active listening skills to build rapport with customers.
Implement problem-solving techniques to effectively resolve customer complaints.
Create a personalized plan to handle future challenging customer scenarios.
Master customer success techniques to improve customer satisfaction and loyalty.
Acquire the skills needed to handle any customer service situation confidently.
Learn how to turn customer complaints into opportunities for business growth.
Gain the tools to handle any difficult customer interaction with ease.
Requirements
This course is designed to help anyone who works with customers, regardless of their experience level or industry
No prior experience or knowledge required! We welcome all skill levels.
A positive attitude towards working with upset customers.
A willingness to learn and improve customer success skills.
A desire to work with people and help solve problems.
Familiarity with basic customer service concepts and terminology is a plus but not required.
An open mind to learn new techniques to improve customer satisfaction.
An interest in improving customer satisfaction and retention.
A desire to excel in a customer success or customer service career.
Description
Welcome to the Customer Success: Working with Upset Customers course!In this course, you will learn how to handle difficult customers and turn their negative experiences into positive ones. You will gain a deep understanding of the importance of customer success and how it can impact the success of a business.This comprehensive course on Customer Success: Working with Upset Customers is designed to help anyone who works with customers improve their skills and excel in their role. You don't need prior experience or knowledge, as we welcome all skill levels.In this course, you'll learn effective techniques for handling difficult customers, including how to de-escalate situations, empathize with customers, and find solutions to their problems. You'll also learn how to build better customer relationships and deliver exceptional customer service.Our course is perfect for professionals in customer-facing roles such as sales, support, or service, entrepreneurs who want to improve their customer success skills, and managers looking to improve customer satisfaction and retention in their team or organization.Here you'll gain the knowledge and skills you need to excel in your role and handle upset customer better than anyone else..Here are just some of the topics we cover:Understanding the psychology of upset customers.De-escalating difficult situations and calming angry customers.Communicating effectively and empathetically with customers.Finding solutions to customer problems and building better customer relationships.Using customer feedback to improve your product or service.Developing a customer-centric culture within your organization.Building a career in customer success or customer service.By the end of this course, you'll be equipped with the tools and techniques to handle any customer situation with confidence and ease. You'll be able to deliver exceptional customer service, build better customer relationships, and drive customer success in your organization.So why wait? Enroll now and start your journey towards becoming a customer success superstar!Note: Our course is constantly updated with new content to ensure it remains relevant and up-to-date. Plus, you'll have lifetime access to the course material and our friendly support team, so you can learn at your own pace and get help whenever you need it.
Overview
Section 1: Introduction to Customer Success
Lecture 1 Introduction to Customer Success & Working With Upset Customers
Lecture 2 What is Customer Success?
Section 2: Understanding Customer Needs
Lecture 3 Identifying and understanding customer needs
Lecture 4 Analyzing customer behavior
Section 3: Conflict Resolution
Lecture 5 Using active listening techniques
Lecture 6 The importance of collaboration in conflict resolution
Lecture 7 Best practices for resolving conflicts
Section 4: Problem Solving
Lecture 8 Understanding the problem-solving process
Lecture 9 Root cause analysis
Lecture 10 Creative problem-solving
Lecture 11 The importance of documentation
Section 5: Handling Upset Customers
Lecture 12 Understanding difficult customers
Lecture 13 De-escalating customer frustration
Lecture 14 Offering solutions and taking responsibility
Lecture 15 Closing the interaction positively
Lecture 16 Best practices for dealing with difficult customers
Section 6: Escalation Management
Lecture 17 Identifying when to escalate
Lecture 18 How to escalate a situation: The principles
Section 7: Measuring Customer Satisfaction
Lecture 19 Defining customer satisfaction metrics
Lecture 20 Using surveys and questionnaires to assess customer satisfaction
Section 8: Developing a Customer-Centric Mindset
Lecture 21 Understanding the customer journey
Lecture 22 Applying the principles of empathy
Lecture 23 Choosing the right tools for customer success
Section 9: Conclusion
Lecture 24 Creating upset customers
Lecture 25 Recap of key concepts
Lecture 26 Final thoughts and best practices for ongoing success in customer interactions
Anyone interested in building better customer relationships.,Anyone who wants to learn effective techniques for handling difficult customers.,Professionals in customer-facing roles such as sales, support, or service.,Entrepreneurs who want to improve their customer success skills.,Managers looking to improve customer satisfaction and retention in their team or organization.,Anyone looking to gain a competitive advantage in their industry by delivering exceptional customer service.,Customer success professionals who work with upset customers on a daily basis. Customer service representatives looking to improve their skills and increase customer satisfaction.,Customer service representatives looking to improve their skills and increase customer satisfaction.,Those interested in pursuing a career in customer success or customer service.

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