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PD 112 - Customer Service Module 3: Problem Solving
Course Description
In this final Customer Service module, we will explore what makes a situation difficult, how to set proper expectations for your ability to find a solution, and some creative problem solving approaches. We will also go over active listening and empathy, which will help assure your customer when they come to you with a difficult issue. 
Course Objectives
By the end of this module, you will gain an understanding of how to work with your customer when things get tough, and get an idea of the steps you should take to resolve issues effectively.
Chapters and Pages
 
- Welcome
- Why is This Difficult?
- Conveying Empathy
- Setting Proper Expectations for Problem Solving
- Creative Problem Solving
- Active Listening
- Test
- Conclusion

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