Length: 1 day

Description: This course will demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer’s needs without blaming, and respond to personal accusations without becoming defensive. Customers are your most important assets, but sometimes they get upset. It’s critical to learn what steps to take to address the situation quickly and tactfully, and what can be done to keep the customer coming back. You will learn how listening, nonverbal communication, feedback, and management all help to deal with an unhappy customer, and turn the situation into a positive one.

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 Learning Opportunity

Part 2: Why Customers Get Upset
Start by Looking for the Cause
A Customer Could Be Upset Because…
Avoiding Upsets
Returning Calls

Part 3: Preventing Behaviors That Irritate Others
Be Proactive in Preventing Escalation
Personal Presentation
Nonverbal Communication
Words That Make a Difference

Part 4: Practicing Behaviors That Calm Customers
Taking Action to Reverse Anger
The Customer Wants
Listening Habits
More Words to Watch
Additional Pointers
Calming Customers Over the Phone
Calming Customers Via E-Mail
Steps for Dealing with an Upset Customer
A Note About Case Studies
After the Customer Has Gone
Don’t Take It Personally or Bore Your Co-Workers
Review: What Did We Cover?

Part 5: Tips for Managers
Guidelines for Managers
Creating an Environment for Customer Satisfaction
Using This Book for a Staff Meeting
When Managers Calm Upset Customers
Managing Upset Employees