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Mock calls are a great opportunity for you to learn what a typical call session for different situations looks like. This is necessary for you to take your customer service career to the next level, as you should be well-versed in handling different scenarios. This course will teach you exactly that. It is the last one in a series of four intermediate-level courses on customer service and it will demonstrate mock calls for various situations, such as the situation when a customer is irate or when you have to address healthcare insurance concerns. Learning objectives: – Learn the typical call flow for handling a difficult customer situation – Learn the typical call flow for positively scripting a negative situation – Learn the typical call flow and tips for handling an irate customer – Learn the typical call flow for a healthcare insurance customer service call

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