VTEC Training
Course Code: 18941
Calming Upset Customers
VTEC Training
Portland,
ME
Class Dates:
10/27/2020
11/24/2020
12/29/2020
Length:
1/2 Days
Cost:
$175
Class Time:
Technology:
business
Delivery:
Virtual Instructor-Led Training
Overview
- Course Overview
- When a customer is upset with your company, you are presented with the ulitmate opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this self-paced book will work in any industry.
Prerequisites
Course Details
- Module 1: The Importance of Calming Upset Customers
- Customer Satisfaction: Everyone's Job
- Upset Customers Don't Come Back
- You Want Customers to Complain
- A Customer Is...
- Assessing Yourself
- Module 2: Why Customers Get Upset
- Start by Looking for the Cause
- Avoidable Upsets
- Listening and Returning Calls
- Module 3: Preventing Behaviors That Irritate Others
- Personal Presentation
- Nonverbal Communication
- Words That Make a Difference
- Module 4: Practicing Behaviors That Calm Customers
- Take Action to Reverse Anger
- Ten Steps for Dealing with an Upset Customer
- Case Studies
- After the Customer Has Gone
- Module 5: Tips For Managers
- Creating an Environment for Customer Satisfaction
- Using this Book for a Staff Meeting
- Calming Upset Customers and Employees