Here at the Fountaindale Public Library we have a vast selection of databases and eresources in which one can choose from. These include ones that fall under specific categories of research as pertaining to such topics as Articles & Research; Career & Consumer Information; Education & Homework Help; Genealogy, History, & Culture; Home & Lifestyle; Lifelong Learning; Movies, Music, & Entertainment; Reading, Writing, & Publishing; and Servicios En Español…just to name a few.
Today I will be looking at those that fall under the category of “Education & Homework Help” as well as “Lifelong Learning”. These include Universal Class, Mango Languages, Lynda.com, and Gale Courses. Specifically, I will be discussing Lynda.com and my experience with it and using it.
Lynda.com is an online subscription library we offer here at the Fountaindale Public Library that teaches the latest software tools and skills through high-quality instructional videos taught by recognized industry experts.
To begin with, you have to create an account. Once you have done that, you are now ready to be exposed to a plethora of various subjects and topics to examine and purse.
The course I took and will be discussing is “Working With Upset Customers”. “Working With Upset Customers” is taught by Jeff Toister. Presented in five parts of video instruction, Jeff examines the various facets of what you need to know and what you need to do to effectively serve angry and upset customers. He does this through proven techniques for effectively neutralizing negative situations. He also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.
He begins with a brief introduction of the course overview. From there, he dives right in and examines customers two basic needs. The first need customers have are they’re rational needs. Rational needs can be defined as what a customer needs us to do for them. And then there is the second need, their emotional needs, this is how a customer wants to feel about the service they’re receiving. Pointedly, he states that when someone is working with an angry or upset customer taking care of their emotional needs is and must be the absolute top priority in the given situation.
He first looks at Serving Angry Customers. In doing so, he examines understanding our natural instincts. Then he focuses on listening with empathy, helping the customer be right, and using the Acknowledge and Refocus technique. The Acknowledge and Refocus technique is made up of two steps. The first step is to acknowledge the customer’s feelings. The second step is to refocus the conversation on solving the problem. By doing so, it steels away from blame or confrontation and allows working with a customer to find a resolution. It can also help a customer cool down since they are no longer focusing on the thing that made them angry. However, one thing he is very adamant about is that a line needs to be drawn when it comes to abusive behavior by an angry customer and that no matter what such behavior should never be tolerated.
Next, he addresses Learning from Angry Customers. This includes preserving the relationship, conducting an after action interview, finding room for improvement, and passing along complaints.
Finally, he discusses Preventing Customer Anger. This includes creating personal connections, avoiding unpleasant surprises, replacing trigger words, and using the Pre-emptive Acknowledgement technique. The key to the Pre-emptive Acknowledgement technique is spotting situations where a customer is likely to get angry. You prevent their anger from boiling over by acknowledging their feelings before they actually get mad. When customers get angry, it’s often because they have an unmet emotional need. It feels like nobody cares about their problem. The Pre-emptive Acknowledgement works because it acknowledges the situation and the customer’s negative emotions before they boil over.
With that he concludes the course, with a brief summary of all the topics that were discussed.
As you proceed through the course, it tracks your progress. Finally, once the course is completed, you are then able to print up a certificate of completion.
I found the course to be very informative, easy to follow, and well presented. You can tell Jeff is well versed in all the intricacies of working with upset customers and all that it entails.
I really enjoyed my experience with Lynda.com. It makes learning very easy and hands on. It allows you to learn at your own pace. If there is a certain section or any material that you aren’t too sure or familiar with, Lynda.com lets you go back to those parts and/or sections and replay them.
If you get a chance to check out Lynda.com, do so. Learning has never been easier, more user friendly, or convenient. I can’t recommend it highly enough.
– Brian S