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Customer Service: Difficult Customer ALERT

Product Description

Customers flaring up all the time? Douse the fiery anger with this program. It details a simple process that will help your staff deal with angry customers and turn unpleasant encounters into positive interactions.

  • Perfecting listening skills
  • Creating a customer service ‘rescue'
  • Diffusing emotions of unhappy customers

Added features and benefits of DVD training include:

  • A customizable PowerPoint presentation
  • Informative training points and bonus material for refresher or training talks
  • Video-enriched training organized by learning objectives that facilitates discussion
  • A printable Leader's Guide.

Customers flaring up all the time? Douse the fiery anger with this course. It details a simple process that will help your staff deal with angry clients and turn unpleasant encounters into positive interactions by applying crucial listening skills and the customer-service ‘rescue' principle.

Introduction

  • Introduction to Difficult Customers

Acknowledge the Customer and the Problem

  • Acknowledge the Customer
  • Accept Responsibility

Diffuse Anger

  • Listening to the Customer Vent
  • Empathize

Take Action

  • Work on a Solution
  • Compensate the Customer

To learn more about our interactive online courseware, visit our DuPont™ eLearning Suite homepage or schedule a free online demonstration.

Customers flaring up all the time? Douse the fiery anger with this program. It details a simple process that will help your staff deal with angry customers and turn unpleasant encounters into positive interactions.

  • Perfecting listening skills
  • Creating a customer service ‘rescue'
  • Diffusing emotions of unhappy customers

18"x24" laminated color.

Quantity:
Length:
SKU: CUS003

Other Details

RUNTIME:
22
STRINTENG:
CUS003-INT-ENG/HR/