You’re The Third Person I’ve Talked To! (from No Problem!)

Creating Customers for Life

Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.

Competencies

  • Manage Customer Experience

Buying Options

Library License

You may license this resource or the entire video library. Please contact your sales representative for cost-effective license pricing. Enterprise licensing also available.
Sign In to Request Quote

Streaming License

You may license this resource as a streaming video. Please contact your sales representative for cost-effective license pricing. Enterprise licensing also available.
Sign In to Request Quote

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. Any discussion/workshop materials will be delivered via email.
USB Keys: 

Also Available as: eLearning - TrainingBriefs®

TrainingBriefs® Diffusing Customer Emotions

TrainingBriefs® Diffusing Customer Emotions

You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

Training Files (10)

TitleTypeTime/PagesLanguage
Video Vignette03:20 min EnglishDemo
Video Vignette02:50 min EnglishDemo

Additional Information

This scenario is a great example where even though the customer was asking to talk with a manager, the customer service rep tried to handle it without going to the manager. There are four key action steps that can be used:

  • Empathize
  • Assure you can help
  • Get information
  • Explain your actions

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


Related Programs & Training Ideas