Service Simulations: Just the Facts, Ma’am: Handle Emotional Callers with Empathy

This innovative course provides a series of paths that will guide you through scenarios for handling an emotional customer with empathy. We'll review possible approaches to a customer in crisis. You'll also learn how your response can affect your organization's relationship with its valued customers. This course is part of the interactive ServiceSims Challenge Series that consists of customer service scenarios, 2 response paths, and strategies for handling difficult customer situations. These scenario-based courses provide practical tips and techniques for customer service representatives. Prior mastery of the Telephone Doctor series is recommended. Complete the course quiz with 80 percent or higher and receive a certificate of completion.

Learning objectives:

• Develop the ability to handle emotional callers with empathy
• Identify how your response affects your organization's relationship with customers