Difficult Customer Service Situations: How to Gain Control of Customer Conversations

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Course features
  • Category: Customer Service
  • Course Length: 12 minutes
  • Series: Difficult Situations
  • Video Length: 5 minutes
  • Author: The URL dr
  • Resources: Effective Conversation Control Strategies Checklist
Course overview
In this micro course, get seven strategies to help you stay in the driver's seat while talking with customers, retaining conversational control. Examine the right balance of time to devote to relationship-building with customers.
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Course learning objectives
  • Define conversational control
  • Identify 7 strategies for gaining control of customer conversations
  • Find the right balance of time to devote to relationship-building with customers
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Certification included
Downloadable certificate upon completion.

The right way to talk with customers

"How to Gain Control of Customer Conversations" explores conversation control as a critical skill in customer service. From upset customers to customers who are just extra talkative to not wanting to appear rude, there's a fine line for customer service staff to walk. Learn how to respond with grace and not cross a line resulting in a lost customer.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course

Customer Service



Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author