Скачать с ютуб Ep 5 - YoKa Sessions-Mastering Customer Escalations: How to Handle Escalations Like a Pro в хорошем качестве

Ep 5 - YoKa Sessions-Mastering Customer Escalations: How to Handle Escalations Like a Pro

Dealing with customer escalations is one of the most challenging aspects of customer service. In this episode of Yoka Sessions, hosts Yogesh Babu and Karthik Ananth dive deep into proven strategies for handling these difficult situations. From active listening to staying calm under pressure, this video covers everything you need to know about turning a frustrated customer into a loyal one. Key Takeaways: Active Listening: The first step in any escalation is to truly understand the customer’s concerns. Yogish and Karthik discuss how repeating back what you’ve heard can help avoid miscommunication and ensure you’re solving the right problem. Staying Calm and Professional: Maintaining a calm and empathetic tone is crucial, even when customers are upset. Discover the importance of genuine apologies and how to avoid sounding robotic. Empathy and Asking the Right Questions: Learn how showing empathy and asking open-ended questions can guide the conversation toward resolution. Handling Abusive Customers: What do you do when a customer crosses the line? Our hosts offer insights on maintaining professionalism, setting boundaries, and defusing emotional situations effectively. Manager’s Role in Escalations: A manager’s involvement is often necessary when situations escalate. Learn how leaders can support their teams with the right tools and training. Proactive Solutions: From role-playing difficult scenarios to documenting escalations for future learning, discover practical tips on improving your team’s handling of escalations over time. Follow-Up and Building Trust: Once the issue is resolved, find out why following up is key to regaining a customer’s trust and turning a negative experience into a positive one. Escalations present challenges but also offer opportunities to build stronger customer relationships. This video is essential for anyone in customer service, leadership, or CX management. If you found value in this video, don’t forget to like, share, and subscribe for more insights on customer experience, corporate culture, and leadership! Do Subscribe to ‪@YokaSessions‬ to know about our latest episodes. #CustomerService #CustomerExperience #CX #EscalationManagement #Leadership #DeescalationTechniques #CustomerSupport #CXStrategy #CustomerSuccess #ProfessionalDevelopment