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Leadership Development
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Training Solutions
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Handling Tough Customers
Course Number:
050-GO
Recommended Duration:
½ Day
Intended Audience:
Individuals who want to improve their customer service performance.
Course Overview
This course helps students examine their attitudes about customer service and suggests ways to increase customer service performance. Students will assess their behavior regarding having a positive attitude, encouraging feedback, responding to problems, handling difficult customers, developing long term customer relationships and trying to exceed expectations.
Objectives
As a result of taking this course, you will learn to:
Describe characteristics of good and bad customer service
Identify your internal and external customers and their general expectations
Anticipate and respond to common customer complaints
Diffuse the angry customer
Solve customer service problems
Prerequisites:
None
Topics
Characteristics of good and bad customer service
Identifying your customers
Understanding how your attitude relates to customer service
Common customer complaints
Anticipating complaints
Five steps to handling customer complaints or objections
Solving customers’ problems
Types of problems to solve
Establishing a person-to-person relationship
Establishing a professional-to-customer relationship
Solving the problem through listening and asking
Skill practice and action planning
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