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How do you handle tough customers?

Some of the most essential skills in the field of customer service include:
A) the ability to identify problems
B) troubleshooting to find a solution
C) cooperatively working with others to reach a desired goal or outcome

Successfully balancing these skills while interfacing with confused or upset customers is no easy task, and requires the patience, clarity of thought, and ability to think on one’s feet to get the job done.

**NOTE** Yahoo is specifically interested in finding students at western NY colleges and universities who are interested in local internship positions. See the attached materials to learn more about these exciting opportunities!

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34 months ago
Small pic customer service
Deliverables

Pretend you are a customer service rep at a large technology company. Explain how you would respond to the following hypothetical scenarios:

1) Imagine you’re on a call with a customer who is trying to get a problem solved. What steps would you take to try and identify and fix the problem in a way that didn’t overwhelm the customer?

2) When dealing with a very upset person, how would you try to calm them, even if you couldn’t specifically fix their issue? What would you do to also make sure you maintain control?

3) Describe a situation in which you had to arrive at a compromise or guide others to a compromise as part of a group project. What were some of the challenges and how did you overcome them?

Additional Materials:
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This challenge has received 59 submissions
Top 5 share 7500 Next 5 share 2500
1500 H Northeastern University
500 E spu
1500 D State University of New York at Buffalo
500 Square pic ravi University of Michigan
1500 Square pic me North Carolina State University
1500 J State University of New York at Buffalo
1500 T Santa Clara University
500 A Georgetown University
500 0 a8puxtdhtmx7bqxnp c1xraxrf xb onptb1xrfhfw67end9gq 8ekuaogt8qz0sr ltiba9xzzp Santa Clara University
500 M Rutgers, The State University of New Jersey
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