Customer Service: Problem-Solving and Troubleshooting

Customer service isn't complicated—but doing it well under pressure takes both empathy and finesse. Today's AI tools can summarize tickets and suggest responses, but they can't replace the judgment it takes to solve real problems.

In this course, customer strategy expert Noah Fleming walks you through practical frameworks for diagnosing and solving customer problems. Noah shows you how to assess whether a complaint is valid or invalid, use the verify, clarify, and follow-up technique, and respond with the right approach across phone, chat, and social media. He also covers how to disarm angry customers, deliver bad news, go off script when the moment demands it, and build a personal playbook for handling whatever comes your way.

Learning objectives
Diagnose customer problems by asking targeted questions and identifying root causes.
Validate and clarify customer concerns using clear, empathetic communication.
Apply structured troubleshooting techniques to generate and evaluate solution options.
Handle difficult or emotional situations with calm, confidence, and professionalism.