Customer Service: Problem Solving and Troubleshooting

Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Introduction

• Build your customer service skills
• Make customer service easy: Standard operating procedures

1. Common Sense Customer Service: A Two-Step Approach

• Explore a model for common sense customer service
• How to respond when the customer is right
• What to do (or say) when the customer is wrong

2. Critical Customer Service Problem-Solving Skills

• Diagnose a customer's concerns as the first step
• Listen and listen carefully
• Validate the client's concerns: Three steps for success

3. Critical Troubleshooting Skills

• Calming down angry and upset customers
• Give the customer options in unique situations
• Communicate bad news with customers

4. Customer Service Mindset and Playbook

• Maintain your mindset during stressful times
• Build your own customer service playbook

Conclusion

• Being strong at problem-solving and troubleshooting