5 Customer Service Scenarios for an Elearning Course

It doesn’t take an expert to see the importance of investing in training and elearning courses for your customer service representatives. With a team who knows how to handle different customer behaviors and deliver a great service experience, you’ll get to keep a steady stream of new customers and secure long-term business success. In this post, we’ll look at the most common customer service scenarios to include in your customer service elearning course. 

1. When there are difficult customers

In the world of customer service, your team is bound to come across difficult customers, especially those who are quick to anger and unwilling to listen. During difficult customer service scenarios, it’s crucial that your team knows how to handle this type of customer with utmost professionalism. Teaching your team how to turn customer complaints into a positive customer experience can become your edge over your competitors, especially those who don’t work well with grumpy customers. 

There’s no one-size-fits-all solution for this type of customer service situation, but there are some tips that can help your team handle irate customers like a pro. Award-winning LMS platform EdApp has a great online course on Handling Irate Customers, that teaches you tips and tricks for this type of situation.

EdApp’s customer service course consists of a step-by-step guide on how to help difficult customers. This includes actively listening to the customer without interrupting them, negotiating alternative solutions, and asking for feedback to assure that your team has reached a complete resolution with them. 

The lessons are delivered in digestible chunks to make sure that your team can easily follow and understand the steps and finish their training in just minutes, not hours. 

This EdApp elearning course, just like the rest of its courses to empower customer service agents, is completely ready to be shared with your team. It’s also SCORM-compliant, which means you can easily export it to your own LMS system and elearning course. Otherwise, you can simply send the link to your team and have them access the course through EdApp’s desktop or mobile application. 

Train your teams using the best customer service training platform! Join EdApp for free.

2. When a customer receives a wrong or faulty product

Another customer service scenario that should be part of your elearning course is when a customer receives a wrong or faulty product. It can cause a lot of stress and frustration on your customers’ side, so it’s important that your team is ready if they were ever put in this type of situation.

An apology is usually needed to curb their frustration. But, to maintain a relationship with them and make sure that they’ll do business again with you, your team should know how to give them an immediate solution. It’s also important to know how to convince their customers that it was a one-time mistake.

It’s also vital that your team knows how to empathize and get on the same page with their customers. This gives them a chance to still deliver a great customer experience, despite such an unfortunate situation. You can refer to EdApp’s Empathizing with Customers course to show your team how to empathize with their customers, especially when their emotions are extremely high.  

The customer service course includes a sample call from a customer complaining about a faulty service. This  is a great way to have your team practice how to handle similar customer service scenarios in the future. Here, they’ll discover the best responses to calm an irate customer and show them genuine concerns to prevent the situation from escalating further. The lesson is delivered in the form of a multiple-choice template to make learning more engaging and interactive.

3. When a customer asks for a refund

A refund request is a common customer concern, which your customer representatives should be able to resolve easily. For such a customer service scenario, you can prepare a script for your team and make sure they understand the step-by-step process of handling a refund request. 

But in some cases when a refund is asked on a non-refundable or used product, your customer service reps need to know how to decline such a request in a positive manner. It’s also important that they’re well informed on the alternative solutions they can offer to satisfy their customers, even after declining their refund request. 

EdApp’s Ways to Positively Influence Customers teaches them exactly that, a perfect addition to your customer service elearning course. It goes over some tips on how to create a positive customer experience, which can be applied to situations when your team has to process a refund request or decline one. 

In this course, your team will learn how to communicate positively during a refund request, and leave their customers satisfied at the end of the transaction. There’s also a lesson that unpacks the dos and don’ts of communicating with customers and the best approach to use to get their point across in the best way possible.

4. When they need to put a customer on hold

According to recent studies, today’s shoppers are becoming increasingly impatient, with 44% believing that the average response time should be less than five minutes. Most customers expect an immediate solution from their customer service representatives, so putting them on hold can be a very difficult scenario to manage. For this reason, it would be ideal to include this customer service scenario in your elearning course. Guide your team through the best practices on how to politely place a customer on hold, especially if they face difficult problems that would need a longer time to troubleshoot. 

EdApp’s Phone Etiquette course comes very handy when tackling this customer service scenario with your team. This course has a rundown of the proper procedures to guarantee a pleasant hold time for customers. Your support representatives will find sample customer service scripts for this type of event to make sure that the customer experience remains smooth and hassle-free, despite asking a customer to hold for a while. 

If you’re using it as a stand-alone elearning course for your team, then you’d be pleased to know that it can be edited using EdApp’s course creator tool. Tweak and update the content with your own customer service strategy examples, or even add your own branding specifications for a more personalized learning experience for your customer service team. And the best part? You can do it all for free – no credit card is needed to get started. 

5. When they don’t have an answer to their customers’ concerns

It goes without saying that customer service representatives should also be trained on how to handle problems they don’t have a solution to. After all, it’s almost impossible to be prepared with an answer to every question that a customer might ask. It’d be extremely helpful to guide your team through the best customer service procedures examples of how they can effectively communicate this information to their clients without disappointing and frustrating them. 

EdApp’s Call Center Customer Service course has everything your team needs to build and hone the most important customer service skills and successfully navigate this type of customer service scenario. It outlines the most recommended voice, tone, and etiquette to establish warm and welcoming communication with their customers, even in cases when they don’t have an immediate answer to their queries. This course will also show your employees how to transfer customers to another department if needed. 

This elearning course can be accessed remotely through laptops, smartphones, and tablets, which is perfect for the busy schedules of most customer service professionals. Offline viewing is also available, allowing your team to access this training anytime and anywhere, even with no stable internet connection.