Calming Upset Customers

Overview:

There’s really no avoiding it – sometimes people just aren’t having a good day. And contrary to popular belief, the customer ISN’T always right. But they are, This course will help you and your team deal with these tough moments.

The Calming Upset Customers course will teach you the skills to understand why customers get upset and the 10 steps you can take to help an upset customer. There are also tips for Managers, to learn how to create an environment for customer satisfaction.

The topics covered include:

The Importance of Calming Upset Customers

• Customer Satisfaction: Everyone’s Job

• Upset Customers Don’t Come Back

• You Want Customers to Complain

• A Customer Is…

• Assessing Yourself

Why Customers Get Upset

• Start by Looking for the Cause

• Avoidable Upsets

• Listening and Returning Calls

Preventing Behaviors That Irritate Others

• Personal Presentation

• Nonverbal Communication

• Words That Make a Difference

???????Practicing Behaviors That Calm Customers

• Take Action to Reverse Anger

• Ten Steps for Dealing with an Upset Customer

• Case Studies

• After the Customer Has Gone

???????Tips For Managers

• Creating an Environment for Customer Satisfaction

• Using this Book for a Staff Meeting

• Calming Upset Customers and Employees

Learning Outcomes:

When you complete this course you will have achieved a number of learning outcomes. These outcomes include:

• 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 behaviors that calm upset customers and employees