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Dealing
With Difficult Customers |
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Program
Overview:
In
this module the participants will learn how to deal with irate or unsatisfied
customers. Great customer service is having the ability to calm an irate
customer, present an impression of professionalism, confidence and calmness,
while resolving the customer’s concern on the first call.
Program Objective:
To
decrease irate customer situations and increase customer retention and
satisfaction.
Who
should attend?
All
professionals that communicate with internal or external customers over the
telephone and feel that they need help keeping control when dealing with irate
customers.
Timeframe:
4-hours |
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PROGRAM TOPICS
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First call handling
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First call resolution: Presenting confidence over the telephone
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Steps on how to handle irate customers
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