Program Overview
Whether you work in a business, a government office, or as an independent contractor, sooner or later you will have to deal with an angry or upset customer. When this happens, it is important to be prepared.
Participants Will Learn
- How to control their own attitude and not take it personally.
- How to connect with the customer and show they care.
- How to ask short guiding questions to focus on a solution.
- How to use positive language and know what can be offered.
Course Outline
Lesson 1: Defining Customer Service
Lesson 2: Reasons for the Angry
Lesson 3: Five Steps for Dealing with the Angry
For a more detailed Course Outline, contact us.
