Calming Upset Customers

Description:

The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

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.

Duration: One day

Table Of Contents:

Part 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
Part Summary

Part 2: Why Customers Get Upset
Start by Looking for the Cause
Avoidable Upsets
Listening and Returning Calls
Part Summary

Part 3: Preventing Behaviors That Irritate Others
Personal Presentation
Nonverbal Communication
Words That Make a Difference
Part Summary

Part 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
Part Summary

Part 5: Tips For Managers
Creating an Environment for Customer Satisfaction
Using this Book for a Staff Meeting
Calming Upset Customers and Employees
Part Summary