Calming Upset Customers Introduction
- Do you know why customers become upset?
- Do your win back upset your upset customers?
- Do your staff know how to defuse defensiveness?
- Can your staff resolve a conflict swiftly?
- Do you know how prevent upset customers?
- Do you leave your front-desk to defend themselves?
Calming Upset Customers is a program to handle upset customers. An upset customer can cause great stress and tension to employees and organizations. Knowing how to resolve the conflict quickly and professionally can make a big difference in how employees perform their jobs and how customers feel about the organization. This course is designed on a take-back-and-do approach. Delegates should see immediate applications to improve their techniques to handling upset customers.
Benefits Of Attending The Calming Upset Customers Training
The course enables the delegates to:
- Understand the importance of calming upset customers
- Understand why customers get upset
- Know what can be done
- Know how to calm upset customers
- Actions after the customer has left
- Guidelines for managers
Who Should Attend The Calming Upset Customers Training ?
Calming Upset Customers is particularly useful for those involved in counter services and those who come into direct contact with customers or potential customers. It will be most appropriate for those involved in front desk activities and customer interfaces. Teams are encouraged to attend for maximum benefit.
Brief Calming Upset Customers Training Outline
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Day 1 (AM) |
Understand the importance of calming upset customers
- Upset customers don't come back
- Upset customers cost a lot
- Learning opportunity
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Day 1 (PM) |
Understand why customers get upset
- Reasons to become upset
- Avoidable upsets
- Understanding the upset customer
Know what can be done
- Personal etiquette
- Verbal communication
- Non-verbal communication
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Day 2 (AM) |
Know how to calm upset customers
- What does the upset customer want?
- Listening habits
- Using the phone
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Day 2 (PM) |
Actions after the customer has left
- Incident review
- Don't be personal
- Corrective action
Guidelines for managers
- Creating an environment for customer satisfaction
- Managing upset employees
- Discussion
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