This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented. By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service To be successful in this course, it is recommended that you complete the first course in this program.
Introduction: De-escalation with Empathy
Skills You'll Learn
Transaction Processing, Upselling, Empathy, Professionalism, Customer Relationship Building, Time management, Customer Service, Customer Engagement, Greeting Customers, Retail Sales, De-escalation Techniques, Cross Selling, Retail Store Operations, Conflict Management, Company, Product, and Service Knowledge, Verbal Communication Skills, Product Knowledge, Communication, Social Media
Reviews
4.7 (61 ratings)
- 5 stars85.24%
- 4 stars8.19%
- 3 stars3.27%
- 1 star3.27%
J
Jun 27, 2024
It was a great course especially the examples of deescalating and showing empathy.
SR
Aug 14, 2024
Great detailed information to assist the customer service rep!
From the lesson
De-escalation with Empathy
In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.
Taught By
Denielle Booth
Customer Service Expert