Where Can You Learn Handling Negative Feedback on Phone?

Receiving negative feedback on your phone can be unsettling, to say the least. Whether you’re a customer service representative, a business owner, or simply someone who deals with customers daily, it’s crucial to know how to handle these situations professionally and effectively. In this article, we’ll explore where you can learn handling negative feedback on your phone.

Online Courses and Tutorials

1. Coursera: Offers a range of courses on customer service and communication, including ones specifically on handling negative feedback.
2. Udemy: Provides a variety of courses on customer service, customer experience, and conflict resolution.
3. ** edX**: Features courses from top universities and institutions on topics like customer service, negotiation, and communication.

Books and eBooks

1. “Crucial Conversations: Tools for Talking When Stakes Are High” by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler: This classic book provides practical strategies for handling high-stakes conversations, including negative feedback.
2. “Difficult Conversations: How to Discuss What Matters Most” by Douglas Stone, Bruce Patton, and Sheila Heen: This book offers guidance on navigating tough conversations, including dealing with negative feedback.
3. “The Customer Service Survival Kit” by Bryan Pearson: This eBook provides tips and strategies for providing excellent customer service, including handling negative feedback.

Conferences and Workshops

1. Customer Experience (CX) Conferences: Attend conferences like the Customer Experience (CX) Series or the International Customer Experience (ICX) Conference to learn from industry experts and network with professionals in customer service.
2. Communication and Conflict Resolution Workshops: Look for workshops that focus on effective communication, conflict resolution, and negative feedback management.

Blogs and Podcasts

1. The Hard Thing About Hard Things by Ben Horowitz: This blog features real-life stories and practical advice on handling difficult conversations, including negative feedback.
2. The Customer Service Institute of America (CSIA): This blog offers articles, tips, and resources on customer service, including handling negative feedback.
3. The HBR IdeaCast: This podcast features interviews with industry experts and thought leaders on topics like customer service, communication, and conflict resolution.

Apps

1. Talk to Me by ServiceNow: This mobile app helps you practice your communication skills, including handling negative feedback.
2. Converse.ai: This app uses AI-powered chatbots to simulate conversations, allowing you to practice responding to negative feedback.

Conclusion

Handling negative feedback on your phone can be challenging, but with the right resources, you can develop the skills and strategies needed to manage these conversations effectively. Whether you opt for online courses, books, conferences, blogs, podcasts, or apps, there are many ways to learn how to handle negative feedback on your phone. By investing in your own development, you’ll be better equipped to provide exceptional customer service and build strong relationships with your customers.