Short Description: A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service workers to follow a structured problem solving process. Problems create stress in the individual experiencing them, so learning to cope with stress is part of the problem-solving process. This course discusses how to resolve customer-related problems. It is designed for a general business audience.
Instructor Description: 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.