Difficult situations
This ESI-UK eLearning course supports students to better understand and manage difficult situations in customer-facing roles.
Course Content
The course includes:
1. Why customers get upset
2. Responding to an upset or abusive customer
3. Giving an effective customer apology
4. How to handle refund or cancellation requests
5. Guide to retaining customers during times of crisis
6. A guide to saying “No” to customers
7. 7 strategies for gaining control of customer conversations
The final part of the course includes a short multiple-choice quiz.
Upon successful completion, you will receive a digital certificate supporting 1 hour of CPD.
What's included
Included in this ESI-UK eLearning course:
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Engaging and interactive eLearning content
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1 Hour of recognised CPD
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Course assessment
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Digital certificate