Welcome
Make customer service easy00:02:02
A Two-Step Approach to Commonsense Customer Service for Most Situations
Validity of complaints00:02:58
How to respond to valid complaints00:02:08
How to respond to invalid complaints00:02:53
Critical Customer Service Problem-Solving Skills
Diagnose before you prescribe00:02:32
Listen and listen carefully00:02:40
Verify, clarify, and follow up00:01:53
Critical Troubleshooting Skills
Disarm an angry customer00:03:05
Give the customer options00:02:36
How to deliver bad news00:01:47
Final Thoughts
Maintain your sanity00:02:13
Looking inward to improve00:02:45