Calming Upset Customers
Learn how to deal effectively with angry customers, clients, or colleagues in this training course.
This carefully designed approach gives you the ability to work through conflicts and remain calm in the work environment. You'll learn how to distinguish between a disturbed and upset customer and how to collaborate with each toward a positive, win-win outcome.
Benefits
Employees will gain the skills to maintain composure in difficult situations.
Your business will benefit from open communication and conflict resolution.
Upset customers will develop trust in your business when their problems are solved.
Course Outline
Section A: Calming Upset Customers
Introduction
Course Overview
Section B: Why Customers Get Upset
People and Systems
Why Customers Leave
Avoidable Upsets
Key Fact
Section C: Responding to Upset Customers
First Impressions
Right Words
Key Fact
Section D: Calming Your Customers
Listening
Calming Techniques
The Telephone
Reaching Agreement
Key Fact
Customer Satisfaction
Price: £99 (including VAT and delivery) for Single User Licence
