Course
Controlling Conflict, Stress, and Time in a Customer Service Environment
In this course you will explore conflict, stress and time management in a customer service environment. You will learn how to understand the emotional needs of each customer, how to adapt your communication to suit each customer to bring a postive approach and satisfactory conclusion. You will delve into negotiation, problem solving and conflict resolution.
Skillsoft
Updated Mar 11, 2018Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).
