Calming Upset Customers: Staying Effective During Difficult Situations

Description

This workshop focuses on helping participants stay calm and provide effective service when customers are upset and emotions get out of control.

Outcome Summary

Participant will be able to:

• Identify why customers become upset and why it’s important to calm them (NACFAM BO 6-11; QA14-18)
• Recognize the value of customer complaints
• Identify methods for preventing customers from getting upset
• Determine what the upset customer wants
• Recognize how words can make a difference and how to diffuse defensiveness
• Use appropriate follow up actions after the customer has left

Who Should Attend

All employees who interact with customers.

Length

4 hours

Prerequisites

Adapting Your Listening Style and DISC Behavioral Style Assessment.

Learning Environment

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

Maximum/Minimum Enrollment

12/4