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Managing the Customer Service Experience

with Kate Edwards

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  •   01 Class Introduction

    01:07
  •   04 Handling Difficult Customers

    11:51

Class duration: 1h 14m

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About The Class

How to Handle Your Most Difficult Customers With Grace and Aplomb

Why is good customer service such a challenge for so many businesses? Because customers (i.e., humans) can be unpredictable, demanding and sometimes argumentative. Even if you have an exhaustive plan in place, your customers are guaranteed to throw you a curve ball. That means you’ll have to be ready to hit it out of the park.

When faced with an unhappy—even angry—customer, business people can get flustered. Even the best of us sometimes lose our cool and respond with frustration or rudeness. This course aims to prepare you for the most difficult situations, so you can uphold your commitment to customer satisfaction and turn even the most troublesome customer into a fan.

In this class, you’ll learn how to:

  • Avoid the common pitfalls of customer service.
  • Address the most common situations you’re likely to confront.
  • Present your brand and your business as courteous, classy and caring at all times.
  • Turn an unhappy customer into a happy camper.
  • Find solutions to problems that work for your customers and your business.
  • Keep your calm even in the most heated circumstances.
  • Know the difference between satisfaction and perfection.
  • Come up with thoughtful language to use for different types of customers and circumstances.
  • Gain confidence in addressing uncomfortable situations.


Lesson Plan

  1. 01

    Class Introduction

    01:07
  2. 02

    Satisfaction vs. Perfection

    09:03
  3. 03

    Handling Difficult Situations

    12:50
  4. 04

    Handling Difficult Customers

    11:51
  5. 05

    The Importance of Cleanliness

    12:52
  6. 06

    Attention To Detail

    07:40
  7. 07

    Upholding the Standards of Service

    19:07

Meet Your Expert

Kate Edwards

Kate Edwards is a hospitality consultant, service expert, executive coach and author based in NYC. She is devoted to helping entrepreneurs and established companies develop their ideas, accomplish their goals and realize their potential by utilizing her unique consulting and coaching methods developed throughout her 30-year career.

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  • pdf CreativeLive - Manage The Customer Service Experience - Kate Edwards

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