Calming an upset customer by listening, acknowledging the problem and moving the talk towards a fix.
Good work shows: Lets the customer explain without interrupting; acknowledges the problem in plain words; offers a concrete next step.
De-escalating an angry customer is one of the customer service skills on FinderK.
The job simulations and Skill Paths below include work that is checked for this skill. You do the work in an original fictional company and get feedback on it.
Social media coordinator at Wren and Dale Garden Centres
About 65 minutes. Included in Plus.
The agency says photos are the garden centre's best posts and wants more of them. Measure October properly, plan November's biggest moments within budget and the advertising rules, and handle a complaint that is spreading in the comments.
Skills: Compare content performance like for like; Plan content around business moments within a budget; Follow advertising and giveaway rules; Handle a public complaint without promising or arguing
Facilities helpdesk coordinator at Brightstone Property Services
About 50 minutes. Included in Plus.
Twelve requests after a wet weekend: a trapped person, a leak onto a desk, a stuck fire exit, cold offices and a few things that are not yours to fix. Triage them, get approval where you need it, and tell tenants the truth about who pays.
Skills: Prioritise building faults by risk and service level; Decide responsibility using lease clauses; Act on safety first and get approval for spending; Say no to a tenant politely and with the clause