Course Outline
Duration:
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.
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
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
