- Home
- IT Courses
- Calming Upset Customers: Stay in Control in Any Situation
Calming Upset Customers: Stay in Control in Any Situation
Course Code: BM-CUAS
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, 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.
This course is targeted at leaders from all industries who actively promotes or who like to promote the organizational values within a customer service environment. All people who would like to understand why this is essential for business success.
Before attending this course, delegates must:
- Be a leader/ manager or seeking to lead and manage in the customer service field.
- Understand their role and the importance of customer service.
At course completion you will be able to:
- Understand the importance of upset customers to improving your business.
- Identify common causes of customer’s upsets and learn why listening is a critical skill in dealing with them.
- Be proactive in preventing upset customers.
- Use various techniques to calm upset customers.
- Practice management behaviours that calm upset customers and employees.
There is no exam associated with this course.
Modules
- Customer Satisfaction: Everyone's Job
- Upset Customers Don't Come Back
- You Want Customers to Complain
- A Customer Is...
- Assessing Yourself
- Start by Looking for the Cause
- Avoidable Upsets
- Listening and Returning Calls
- Personal Presentation
- Nonverbal Communication
- Words That Make a Difference
- Take Action to Reverse Anger
- Ten Steps for Dealing with an Upset Customer
- Case Studies
- After the Customer Has Gone
- Creating an Environment for Customer Satisfaction
- Using this Book for a Staff Meeting
- Calming Upset Customers and Employees