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Курс от Microsoft
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Problem & Conflict Resolution
Курс от MicrosoftО курсе
Develop the skills to resolve customer issues and manage conflicts using structured frameworks and AI-supported analysis. In this course, you will diagnose service breakdowns, conduct root cause analysis using the 5-Whys method, and design sustainable resolution strategies. You will learn to aggregate complaint data, categorize recurring issues, facilitate multi-party conflict discussions, and implement script-based resolution workflows. AI tools will be used to identify patterns, evaluate resolution options, and improve response quality while maintaining professionalism and empathy. Through applied exercises and a project-based case study, you will practice documenting corrective actions and measuring impact reduction. By the end of this course, you will be able to transform customer complaints into improvement opportunities and support long-term service excellence.
Навыки, которые вы освоите
Customer Complaint ResolutionRoot Cause AnalysisProblem SolvingConflict ManagementSolution DesignMediationAI literacyAI EnablementCustomer ServiceCustomer InsightsDiscussion FacilitationService ImprovementProfessionalismProblem ManagementService DesignCustomer AnalysisCustomer experience improvementCustomer Success ManagementQuality ImprovementCustomer Engagement
Программа курса
10 модулей · 54 учебных материалов
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Microsoft
Преподаватель курса