Excellence in Service: Working with Upset Customers (Replaced by course NGE44106)

Course Code NGE44007

Contents

1. Contents
2. Description
3. Audience
4. Prerequisites
5. Objectives
6. Topics Include
7. Duration
8. Minimum Requirements
9. Media

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Description

In Excellence in Service: Working with Upset Customers, you will learn how to successfully serve upset customers, calm upset customers, and deal with abusive customers. In addition, you will learn how to control your own emotions and reduce your level of stress.

Audience

Employees and managers who want to learn the best methods for working with upset and difficult customers.

Prerequisites

(Currently no course prerequisite information)

Objective

• Apply three proactive steps to prevent customers from becoming upset.
• Avoid using verbal communication that negatively affects an upset customer's attitude.
• Apply four actions to calm upset customers.
• Follow an eight step process to successfully serve upset customers.
• Apply the actions in the CALM acronym to control your own emotions.

Topics Include

Unit 1: Background Information

• List customers' basic needs.
• Use the SERVE acronym to understand how customers evaluate service.
• Explain the difference between upset and difficult customers.
• Apply three proactive steps to prevent customers from becoming upset.
• Simulation Overview:
• In this simulation, you will meet with Maggie Roberts, Icon's Vice President of Products and Services, to discuss customers' basic needs. Through your questions, you will learn how to differentiate between upset and difficult customers, how customers evaluate service, and how taking proactive steps can prevent customers from becoming upset.

Unit 2: Calming Upset Customers

• Identify how four aspects of nonverbal communication can affect an upset customer's attitude.
• Avoid using verbal communication that negatively affects an upset customer's attitude.
• Apply four actions to calm upset customers.
• Apply five guidelines to improve your listening skills.
• Take action to deal with an abusive customer.
• Simulation Overview:
• In this simulation, you will meet with Kevin McDonald, the Operations Manager for Integrated Distributors. Kevin purchased 1000 of Icon's newest network switches. Since the product became available two months ago, customers have returned approximately 40% of the units due to product failure. As a customer service representative, you can reimburse customers for returned units, but you must receive approval to provide refunds. It is your responsibility to resolve Kevin's problem.

Unit 3: Serving Upset Customers

• Avoid adopting negative filters.
• Follow an eight-step process to successfully serve upset customers.
• Take action to identify a customer's problem.
• Simulation Overview:
• In this simulation, you will meet with Drew Canfield, the Purchasing Manager for Atlas Technological Products. Drew placed an order for 20 of Icon's Model B network switches two months ago, and his order has not been delivered. Drew has spoken with other Customer Service Representatives, and his account has been transferred to you. You have the authority to reimburse customers for cancelled orders and provide discounts up to 15%, but you must receive approval to provide additional discounts or service credits.

Unit 4: Reducing Customer Service Stress

• Apply the actions in the CALM acronym to control your own emotions.
• Identify how self-talk affects your stress level.
• Identify when you are becoming stressed.
• Reduce your stress level through four activities.
• Celebrate customer service successes.
• Simulation Overview:
• In this simulation, you will meet with Connie Harper, one of Icon's Customer Service Representatives. Connie has asked to meet with you for advice on how to manage her customer service stress and maintain her composure when assisting angry customers. Connie has been dealing with a particularly difficult customer who is coming in for a follow-up meeting this afternoon.

Duration

4

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently, only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media