: In our Customer Service Survival Skills course, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manor with customers.
: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.
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Lesson 1
Module 1: Understanding Worst?Case Customer Service Scenarios
Exploring worst?case customer interactions
Understanding the emotional moment in customer crises
Leaning into criticism and achieving deep acknowledgment
Cultural intelligence in customer service
Delivering bad news safely and professionally
Module 2: Problem Solving and Crisis Communication
Selecting effective communication styles during crises
Applying powerful problem?solving techniques
Reframing messages for clarity and resolution
Grounding angry or emotional outbursts
Remaining confident and immune to intimidation
Module 3: Managing the Most Challenging Customer Situations
Responding when customers are unresponsive or hostile
Handling authority?based and entitlement scenarios
Managing threats, blame, and legal intimidation
Addressing public complaints and social media crises
Module 4: Framing Responses for Resolution and Excellence
Managing customer and personal frustration
Anger management strategies in service interactions
Communicating when traditional approaches fail
Turning customer crises into service excellence
Building resolution?focused outcomes
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