Module: Key Techniques for Effective Management
How to respond accurately to a technical complaint?
How to avoid escalating frustration while asking the right technical questions?
This module provides you with the essential skills to handle tense situations with clients affected by a critical malfunction.
Accessible for self-study, this module can also be integrated as the 3rd part of the e-learning path “Customer Service & Customer Success”, designed for profiles in direct contact with clients in a high-value support or post-sales relationship context.
What you will learn in this module:
- How to conduct an effective diagnosis without unnecessary technical overload
- Active listening techniques and reassuring reformulation to maintain client trust
- Precise formulations to prioritize in order to avoid misunderstandings or emotional escalations
- Common mistakes to avoid during a technical complaint
- Practical advice from the field and a final quiz to reinforce your operational know-how
Through interactive scenarios close to reality, you will develop a structured, human, and solution-oriented professional posture.
Train yourself in just 30 minutes on what makes the difference in the intelligent handling of a technical complaint.
