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HR Training and Leadership Development Programs and DISC Training

We provide training tools and products to accelerate organizational performance

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Handling Irate Customers: Facilitator Package

$1,199.00

Distinguish your organization from the competition in the way it handles customer complaints. Learn how to:

• Overcome difficult situations with customers
• Develop a routine to handle problems
• Recover following stressful encounters

Package Includes:

  • A user-friendly 128 page Leader Guide
  • 2 DVDs for a leader (facilitator) to train a group of participants

Categories: Customer Service, Training Programs
  • Description
  • Additional information

Description

Handling Irate Customers: Facilitator Package

Package Includes:

  • User-friendly 128 page Leader Guide
  • 2 DVDs or thumb drive for a leader (facilitator) to train a group of participants

Success under pressure will help you take the next step up the ladder within your organization. Dealing with irate customers is one of the most pressure-packed experiences you will ever encounter on any job.Remember… difficult situations can go from bad to worse in a hurry. Download Brochure

6 Steps to Handle Irate Customers

1.      Listen carefully and with interest—but also try to listen to what they are “NOT” saying

2.      Put yourself in your customer’s place—how would YOU feel in a similar situation?

3.      Ask questions and actively listen to the answers.  Use closed-ended questions to elicit a yes/no, or other one-word answer because you get raw information, rather than feelings or emotions.

4.      Suggest alternatives that address their concerns, and always do so with sincere empathy.

5.      Apologize without laying blame for it might not be your fault.

6.      Solve the problem quickly and efficiently—and your customers to vent, which will allow you to better understand their emotion and their position A user-friendly 140 page count page Leader Guide and a set of 2 DVDs for a leader (facilitator) to train a group of participants handlingireate

Additional information

Weight 4 lbs

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Categories

  • HOME
    • CONTACT
    • Store Home
    • Exit to Main Website
  • BOOKS
    • Greg’s Books
    • Audio/Videos
    • Special Reports/Downloads
  • TRAINING
    • Online Courses
    • Facilitator Training Kits
    • Customer Service Programs
    • Customer Service 12-DVD Library
    • Business Bootcamp
    • Employee Retention
  • DISC MATERIALS
    • All DISC Materials
    • DISC Facilitator Kit
    • DISC PowerPoint Slides
    • DISC Workbook
  • CERTIFICATION
    • DISC Webinar Certification
    • Master Virtual DISC Certification
    • Self-Study DISC Certification
    • Driving Forces Live Training
    • Driving Forces Self-Study
    • Emotional Intelligence (EQ)
    • Customer Service Certification Courses
  • ASSESSMENTS
    • Sample Assessments
    • AstraZeneca DISC Report
    • Basic DISC Report (12 pages)
    • Standard DISC Report (22 pages)
    • Self-Scoring Paper DISC
    • Assessment Center Login
  • SALE
    • On Sale!
    • Free Ebook
  • Log In

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Chart Your Course International Inc.
Phone: 770-860-9464 and 800-821-2487

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