When a customer is upset with your company, you are presented with the ultimate opportunity. You can “become the company,” defuse the situation, win the customer over, deal with customer service nightmares, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this course will work in any industry.
Instructor led, group-paced, classroom-delivery learning model with structured... more details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities
Target Students
This course is intended for customer service representatives... more details
This course is intended for customer service representatives and any client-facing employee who deal customers.
Prerequisites
There are no prerequisites for this course
There are no prerequisites for this course
Course Objectives
Upon successful completion of this course, students will... more details
Upon successful completion of this course, students will be able to:
understand the importance of calming upset customers
avoid upsets
prevent behaviours that irritate others
practise behaviours that calm customers
create an environment for customer satisfaction
Course Content
Lesson 1: The Importance of Calming Upset Customers
Topic... more details
Lesson 1: The Importance of Calming Upset Customers
Topic 1A: Customer Satisfaction: Everyone's Job Topic 1B: Upset Customers Don't Come Back Topic 1C: You Want Customers to Complain Topic 1D: A Customer Is... Topic 1E: Assessing Yourself
Lesson 2: Why Customers Get Upset
Topic 2A: Start by Looking for the Cause Topic 2B: Avoidable Upsets Topic 2C: Listening and Returning Calls
Lesson 3: Preventing Behaviours That Irritate Others
Topic 3A: Personal Presentation Topic 3B: Nonverbal Communication Topic 3C: Words That Make a Difference
Lesson 4: Practicing Behaviours That Calm Customers
Topic 4A: Take Action to Reverse Anger Topic 4B: Ten Steps for Dealing with an Upset Customer Topic 4C: Case Studies Topic 4D: After the Customer Has Gone
Lesson 5: Tips for Managers
Topic 5A: Creating an Environment for Customer Satisfaction Topic 5B: Using this Book for a Staff Meeting
Locations
Infero Training Ltd is based in the Lace... more details
Infero Training Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, London, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.
What you get
Professional Trainer
Comfortable Premises, equipped with all the technology you need
Comprehensive Course Materials (optional)
12 Months Post Course Support
Refreshments, available throughout the day More on Why Train With Us
