You Promised It Would Be Here Today! (from No Problem!)

Creating Customer Loyalty by Staying Positive

There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.

Competencies

  • Manage Customer Experience

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USB Key (3-Year License) $1,595.00

Secure USB must be seated in computer in order to run. Content can't be copied or downloaded. License fee allows access to content for three years. Associated discussion/workshop materials will be delivered digitally.
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Also Available as: eLearning - Signature

No Problem! Serving Others with Respect™ (eLearning)

No Problem! Serving Others with Respect™ (eLearning)

YOU (the employee) make the difference in how a customer feels, not a policy, not your manager...you! The intent of this course is to show customer service staff and employees some ways of handling difficult situations so that they can effectively respond and leave the customer with a positive, memorable impression.

Training Files (10)

TitleTypeTime/PagesLanguage
Video Vignette02:30 min EnglishDemo
Video Vignette01:57 min EnglishDemo

Additional Information

Calming an angry customer down is key to getting things fixed. There are four important actions you should take when working with an angry customer:

  • Thank the customer
  • Fix the problem
  • Offer something extra
  • Renew the relationship

More From the Series: No Problem! Serving Others with Respect™


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