Handling Challenging Situations

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.