Course info

In this workshop, learn a simple “customer service puzzle” for every interaction: warm greeting, empathy, clear solution, and dependable follow‑up. We’ll practice the H.E.A.R.D. de‑escalation method, quick‑response email and phone techniques, and customer journey‑mapping. By the end, you’ll know how to anticipate needs, handle holds and transfers smoothly, and turn tough conversations into trust‑building moments that reflect Appalachian State’s commitment to elevate the overall experience.