Conflict Resolution: Phone Skills Training

At some point in your career, you’ll deal with a difficult or angry customer. Instead of dreading this situation, turn that adversary into a devotee with a few simple steps.

Learn about conflict resolution over the phone and more business phone etiquette at Canity.

This video is part of the Phone Skills training series from Canity.

00:00 – Intro
00:12 – Why customers complain.
00:22 – Listen carefully to their gripe.
00:33 – Confirm issue with the caller.
00:44 – Empathise with them.
01:00 – Outline a timeline.
01:17 – Thank the customer by name.
01:38 – Save the relationship.
01:48 – Outro

Canity is an online customer service training platform, with 400+ customer service training videos, downloadable ebooks, interactive online quizzes it's training you'll love.

Because great customer service starts with great training.

https://www.canity.com/phone-skills/