Unit 2: Customer Service Duties
Customer service workers may be assigned to workstations equipped with a telephone, headset, and computer. Others may be asked to work in a retail store to interact with customers in person. Wherever and however you connect with them, customers may be angry or pose difficult-to-resolve problems. A skilled customer service provider must develop abilities to effectively assess a situation, establish rapport, defuse anger, and work with wide diversity of customers who come from different cultural backgrounds.
Completing this unit should take you approximately 4 hours.
2.1: Professionalism in Difficult Situations
2.2: Dealing with Challenging Customers
2.3: Dealing with Diverse Customers
Unit 2 Activities