Customer service representatives and client-facing employees often find themselves faced with challenging customer situations. It is helpful to be equipped with proven strategies to effectively resolve such situations. In this course, students will explore methods to deal with common customer interactions, which may be difficult. Students will focus on establishing a solid customer relationship, overcoming communication issues, and resolving conflict. This course provides 0.8 continuing education units in two, 4-hour workshops. The tuition for this course is $480.
Identify simultaneous customer contacts via multiple modalities
Explore common difficult customer interactions
Overcoming Communication Issues and Resolving Challenging Situations
Identify ways to adapt to the customer's personality style
Identify customer issues
Examine how to overcome common communication issues
Examine how to educate the customer and help the customer focus on the issue
Identify how to overcome customer negativity to a potential solution
Explore how to redirect the customer and how to follow-up on a challenging situation
The University of Phoenix reserves the right to modify courses.
While widely available, not all programs are available in all locations or in both online and on-campus formats. Please check with a University Enrollment Representative.
Continuing Education Units (CEUs) and Professional Development Units (PDUs) cannot be converted into academic credit. It is the student's responsibility to confirm whether or not CEUs/PDUs earned at University of Phoenix will be accepted by employers and/or applicable licensing agencies.