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Excellence in Service: Working with Upset Customers

In Excellence in Service: Working with Upset Customers, you will learn how to successfully handle customers when they are upset, calm upset customers, and deal with abusive customers. In addition, you will learn how your own emotions affect your interactions with customers and how to reduce your stress. 

Learn To:

• Excellence in Service: Course Overview
  Identify how to manage customer service stress by learning how to control your emotions and reduce your stress level.
• Identify how to use positive non-verbal and verbal communication when offering customer service and how to avoid common negative filters.
• Identify how to serve upset customers by learning how to calm them, how to follow the Five A process, and how to address abusive customers

Audience: This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations.

Total Learning Time: 2 Hour(s)

Unit 1: Managing Customer Service Stress
Identify the guidelines in the CALM acronym.
Identify the activities that will help you reduce your stress level.
Identify the activities that will help you reduce your stress level.

Unit 2: Using Positive Communication
Identify what types of nonverbal communication facilitate a positive business transaction.
Identify what types of verbal communication to avoid when serving an upset customer.
Identify what types of verbal communication facilitate a positive business transaction.
Identify what negative filters you should avoid when serving customers.

Unit 3: Serving Upset Customers
Identify what measures you can take to calm upset customers.
Sequence the steps in the ??Five A?? process.
Sequence the steps for addressing abusive customers. . 

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