: Customer service failures are an inevitable part of doing business; no matter how committed a company is to providing exceptional customer service. The first step in providing a fair alternative is to listen to the customer’s needs. Next, apply fairness to the process that meets the customer’s need while maintaining company integrity.
: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.
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Lesson 1
State why service failures happen
Describe how listening leads to fair alternatives
Summarize the role fairness has in finding an alternative
Explain how to solve a problem quickly
List benefits of an effective win-back plan
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