There’s no tougher business situation than dealing with an angry customer, whether external or internal to your organization. Now, you can equip employees to handle those calls and confrontations without getting rattled. What’s more, they’ll become experts at working through misunderstandings, misinformation, and frustration over policies and practices, while helping angry customers feel heard and valued in the process.

BENEFITS TO YOUR ORGANIZATION

• Provides techniques for staying calm when dealing with angry customers

• Shows a variety of ways to defuse anger and respond to complaints

• Trains employees in resolving issues with unhappy customers

COURSE OBJECTIVES

• Explain why the customer’s perception of the quality of service they receive is the only thing that counts

• Explain the importance of keeping the focus on what you can do to solve a customer’s problem vs.what you can’t do

• Exhibit a “glad I could help” attitude when dealing with customers

• Demonstrate the skills necessary to make sure the customer is left with a positive, memorable impression

TRAINING DESCRIPTION

Learn how to respond positively in difficult customer service situations. This program emphasizes the value of a positive, proactive,“here’s what I CAN do” mindset in providing consistent, high-quality service on a day-in day-out basis. Glad I Could Help also reinforces the fact that the employee has a far greater impact on the customer’s positive perception of the organization than your manager, the organization’s customer service policies, or a marketing campaign.

HOURS AND COST

Your Customer Service: Glad I Could Help workshop is a 4 hour training activity, scheduled at your convenience for 20 participants. 0.4 IACET Approved CEUs will be awarded with successful completion of the workshop. Pricing includes training administration, instruction, class handouts and materials, certificate of completion, and an activity evaluation at the conclusion of training.

Suggested Retail Price: $599

(Additional participants may be available at an additional cost)

Request more information online or call 866-IVY-4ACT.

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