Win Over Angry Customers Through Problem Solving header image

Win Over Angry Customers Through Problem Solving

Training
Customer Service

Location & Dates

Class Times: 8:30 a.m. - 4:30 p.m. (CT)

This blended learning plan includes:

Win Over Angry Customers Through Problem-Solving (Classroom instruction, Full-Day)

In every business, mistakes happen, and customers get angry. When service delivery does not match their expectations. When a customer complains, it means he or she cares enough about your business to give it a second chance. Feedback from angry customers can present golden opportunities to improve service. You will develop problem-solving skills that get at the root of the situation or issue, even when you can't give customers exactly what they want. You will discover ways to manage complaints and create happy repeat customers.

Learning Objectives:

·      Evaluate the value of customer feedback.

·      Review 10 reasons customers complain.

·      Identify techniques to calm an angry customer.

·      Demonstrate empathetic and blameless apologies.

·      Practice four creative problem-solving techniques.

Use C.A.R.I.N.G. as Your Compass (eLearning, 37 Minutes)

Customer perception is all that really matters. Positive perception can be achieved through consistent, attentive, reliable, and individualized service. You will learn how to deliver exceptional service so the customer will want to tell other people about us. This will enable you to take ownership of a situation, consistently deliver with respect and knowledge, and clearly explain what you’re doing to resolve the customer’s concerns. This will result in customers feeling valued.

Learning Objectives:

·      The six essential elements of C.A.R.I.N.G. service.

·      Seven tips to help you make your customers feel valued.

·      Five ways to enhance your reputation for reliability.

Who Should Attend: Employees at all levels and experience are responsible for delivery of exceptional service to internal and external customers. Service crosses all industry lines, including manufacturing, insurance, health care, sales, real estate, technical, and more.

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