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Course Overview
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. Participants 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.
International
Curriculum
Thomson Series: Cengage
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Course Outline
Introduction
Part 1: The Importance of Calming Upset CustomersCustomer 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
Review: What Did We Cover?
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
Appendix
Author's Suggested Responses
Additional Reading
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