Dealing With Angry Customers Over the Phone

Description

This workshop focuses on dealing with angry customers over the phone. Special techniques to be used when you cannot see your customer face-to-face are emphasized.

Outcome Summary

Participant will be able to:

• Explain the difference between dealing with angry customer feelings, and working to solve customer problems (NACFAM BO6-7; BO11; QA14-18 )
• Use open-ended questions to help calm the caller
• Listen to the caller and summarize what was said
• Retain an angry caller as a satisfied customer
• Not take calls from angry customers personally
• Work with the customer to identify alternative solutions

Who Should Attend

Employees who provide customer service over the telephone. Especially beneficial for the new customer service employee but also for employees who feel they need to improve their skill in dealing with unhappy customers.

Length

4 hours

Prerequisites

Adapting your Listening Style, DISC Behavioral Style Assessment, and Customer Service and Telephone Courtesy.

Learning Environment

Video examples and individual/small group exercises including role plays.

Maximum/Minimum Enrollment

12/4

Catalog Number

ORGD 121