Complaints And Angry Customers
Training
Provided by Online Training Directory
Complaints And Angry Customers The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they?ll encounter.
It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.
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Complaints And Angry Customers
Outcomes
Once participants have completed this program, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to:
Assessment
After reading the material, you'll have a chance to play an online game that presents hypothetical scenarios for you to analyze. As you answer the multiple-choice questions correctly, you'll move through the game and earn a Certificate of Completion.
Course Outline Module 1 (31 mins) Angry Customers
Contact Hours: 2
Once participants have completed this program, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to:
- Understand why customers complain ? complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.
- Use a systematic 6 step process to resolve complaints.
- Understand Parent, Adult and Child behaviors ? recognising those behaviors in customers and controlling their own responses to keep interactions adult and productive.
- Manage an angry customer.
Assessment
After reading the material, you'll have a chance to play an online game that presents hypothetical scenarios for you to analyze. As you answer the multiple-choice questions correctly, you'll move through the game and earn a Certificate of Completion.
Course Outline Module 1 (31 mins) Angry Customers
- Keeping it Adult
- The Angry Customer
- Getting to Grips with Complaints
- A Model for Successful Resolution
Contact Hours: 2
About The Training Provider: Online Training Directory
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
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