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Provided by: Entelechy, Inc.

Handling Challenging Situations

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Training Provided by Entelechy, Inc.

Handling Challenging Situations

Overview
If your job was easy, anyone could do it! You re constantly facing challenges — in fact, that s your JOB!

This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.


Training Avaliability and Delivery

This is primarily ilt training
train the trainerThis may be appropriate for train the trainer situations
coursewareCourseware may be available for purchase
instructor led trainingThis class may be available at a classroom in Merrimack, NH,
Contact Entelechy, Inc. for more information
Schedule:3 hours
Training Presented in:English

Related Keywords:  handling difficult situations   handling difficult customers   conflict resolution 

Training Program Details


Performance Outcomes
As a result of participating in Handling Challenging Situations, you should be able to handle challenging customer interactions in a way that results in a positive customer experience. Specifically, you should be able to:

  • Use a five-step process for resolving conflicts, handling challenging situations, and service recovery.

  • Identify, clarify, and resolve issues.

  • Effectively handle customer interactions involving call escalation and specific policies and procedures.

  • Negotiate to provide a win-win customer experience.

Activities
Activities include identification of specific challenges, discussion of the Five-Step Process model for effectively handling challenging situations and resolving conflict, a round-robin real play focused on the application of the Five-Step Process, and a coached role play based on scenarios written by the participants in the areas of call escalation and policies and procedures.


About Entelechy, Inc. - Training Provider

Entelechy, Inc. - Check us out at www.unlockit.com. Entelechy, "unlocking potential". Entelechy was formed for the express purpose of IMPACTING YOUR BUSINESS. We believe that the ONLY reason for training is to improve business. While many companies may say the same thing, only Entelechy guarantees it! We specialize in customizing training to address YOUR business problems and YOUR unique challenges. We embed...

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