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Hot take: I blew $220 on a "customer service masterclass" and learned less than one shift at my old call center
I work the returns desk at a big box store in Columbus and last month I paid $220 for an online course called Calm Under Fire, which promised to teach me how to handle screaming customers. The whole thing was 14 videos of a guy in a blazer repeating that I should listen more and stay calm, plus a workbook I filled out in about 20 minutes. Zero role play, zero scripts, nothing about what to actually say when someone throws a receipt at you. I got more real training from Deb, the lead at my store, who showed me one trick in 5 minutes: repeat the customer's complaint back to them before you offer anything. I asked for a refund after video 3 and they said the course was digital so no refunds. So that's $220 gone, and now I want to know if anyone has found a class that actually deals with the ugly stuff, or should I just stick to learning from the people around me?
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