Duration: 4 hours
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.
When a customer is upset with your company, you are presented with the ultimate opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this self-paced book will work in any industry.
Table of Contents:
Part 1: The Importance of Calming Upset Customers
Customer Satisfaction: Everyone's Job
Upset Customers Don't Come Back
You Want Customers to Complain
A Customer Is...
Part 2: Why Customers Get Upset
Start by Looking for the Cause
Listening and Returning Calls
Part 3: Preventing Behaviors That Irritate Others
Words That Make a Difference
Part 4: Practicing Behaviors That Calm Customers
Take Action to Reverse Anger
Ten Steps for Dealing with an Upset Customer
After the Customer Has Gone
Part 5: Tips for Managers
Creating an Environment for Customer Satisfaction
Using this Book for a Staff Meeting
Calming Upset Customers and Employees
Convenience and Quality instruction is our goal at John Mason Institute.
Live in person instructor at our classroom or remote instruction in the traditional classroom style
Remote one on one instruction for your convenience with our top quality teachers.
Instruction with a very flexible schedule
Do you need a class date and time not on the schedule or prefer the instruction be done at your location? Then please contact us and we work very hard to meet your needs.