Stress and Conflict management for Customer Service
(BSD335)
Business Management
The process by which an individual determines direction, influences a group, and directs the group toward a specific goal or mission.
OrientMCT
Stress and Conflict management for Customer Service
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate.
In this course, you’ll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you’ll explore how a positive approach and attitude can benefit client service (CS).
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