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Navigating Difficult Situations
Explore strategies for navigating difficult situations with customersPreview the first lesson free — get full access to all 5 lessons.
Beginner Provider : Stanley "Chris" Lomax 5 Lessons · 13m in Arabic, German, English, Spanish, French, Portuguese, Chinese
Course Description
In customer service, you’ll likely need to deal with difficult situations. As you navigate these encounters, it can be helpful to use empathy and actively listening. Customers want to be treated fairly, and when you support them and express a genuine desire to resolve their issues, you can ease their frustrations. One element of navigating these situations is understanding what you shouldn’t say. Interacting with upset customers can be difficult and time-consuming but during these encounters, it’s recommended to actively listen, have empathy, and choose your words thoughtfully. Although you may follow these guidelines, difficult situations are often unavoidable. When these situations do occur, they can be used as learning experiences. If you’re able to analyze and learn from negative experiences, you can become better at making decisions.
In these lessons on Navigating Difficult Situations, you’ll understand the value of active listening and empathy and you’ll learn strategies for both. You’ll also learn to identify what not to say during difficult encounters and understand how you can best deal with negative customer experiences.
What You'll Learn
- Understand how to use active listening when navigating difficult customer situations
- Apply empathy to ease the frustrations of upset customers
- Identify what not to say during difficult encounters
- Learn strategies for dealing with difficult situations
- Understand how to best handle negative customer experiences and learn from them
Key Takeaways
- Empathy and active listening are valuable tools for navigating difficult customer service situations.
- Customers want to be treated fairly, and supporting them with a genuine desire to resolve their issues can ease their frustrations.
- Choosing your words thoughtfully, including understanding what not to say, is part of handling difficult encounters.
- Difficult situations are often unavoidable, but they can be used as learning experiences.
- Analyzing and learning from negative experiences can help you become better at making decisions.
Frequently Asked Questions
What will I learn in the Navigating Difficult Situations course?
You will understand the value of active listening and empathy and learn strategies for both, learn to identify what not to say during difficult encounters, and understand how to best deal with negative customer experiences.
Who is this course for?
It is for people in customer service who will likely need to deal with difficult situations and interact with upset customers.
How is the course structured?
The course includes the following lessons: Introduction, Using Empathy and Active Listening, What Not to Say, Dealing with Negative Experiences, and a Test Your Knowledge assessment.
How should I handle interactions with upset customers?
During these encounters it is recommended to actively listen, have empathy, and choose your words thoughtfully.
Can difficult situations be useful?
Yes. Although difficult situations are often unavoidable, they can be used as learning experiences, and analyzing and learning from negative experiences can help you become better at making decisions.
Professional Certifications and Continuing Education Units (CEUs)
Society for Human Resource Management (SHRM®)
Professional Development Credits (PDCs): 0.25
KnowledgeCity is approved by SHRM as a Recertification General Provider to offer SHRM-CP or SHRM-SCP professional development credits (PDCs). By taking the courses approved by SHRM, KnowledgeCity can award SHRM Professional Development Credits (PDCs) for HR knowledge and competency programs related to the SHRM Body of Applied Skills and Knowledge™ (the SHRM BASK™).
