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We All Make the Difference in How a Customer Feels!

These days, when most people pick up the phone or walk into an office or a store, they pretty much expect the service they're going to get is indifferent at best, and most of the time is going to be plain awful. It doesn't have to be that way! The truth is... we all make the difference in how a customer feels about our organization; not a policy, not a manager... It's us. Period.

If you can help move a customer issue or complaint to a “no problem", then you're going to feel great about doing what you do. And, your customers are going to go away feeling like you treated them right.

It feels good when you know you've really helped someone.

To start with, they're not expecting it. Plus, it makes dealing with people a whole lot easier. Because, let's face it, sometimes providing good customer service is tough - for a lot of reasons. We may be having a bad day. The customer could be frustrated. Whatever. But, bottom-line, our goal has got to be to let the customer know we're there to help.

A ringing phone when you're dealing with a face-to-face customer can be a real challenge!

It's like you're being pulled in two different directions at the same time. So, what do you do? Well, in most cases, the best approach is to focus on making sure the customer you're dealing with face-to-face takes priority. To do that, ask the customer for permission to put the caller on hold and wait for their response. Then, ask the caller to hold. And finally, thank the customer for waiting and finish up.

Are You Going to Get That?

Summary: A client is considering design options and asks the salesperson for their opinion. Meanwhile, a phone rings.

The video explains how to handle this situation.

Preview the Program

We all get frustrated when dealing with automated phone systems, right?

So, when you run into that kind of a situation, avoid making excuses or saying things like - "I know - I hate pushing all those buttons, too." Instead, thank the customer for waiting. Empathize with how frustrating it can be. Reassure the customer that you're willing to help. And be sure to keep your tone of voice and choice of words positive.

Why Did I Push All Those Buttons?

Summary: A frustrated customer navigates an automated phone system, expressing frustration at having to enter policy numbers and being put on hold repeatedly. The customer eventually connects with a service representative and continues to vent their frustration, expressing disbelief at not being able to speak to a real person.

Preview the Program

There will be times when you have to deal with angry customers!

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.

You Promised It Would Be Here Today!

Summary: A customer's order is delayed, causing frustration. The customer contacts the company to express their dissatisfaction and demand action. The company representative empathizes with the customer, takes responsibility, offers a solution, and ensures the customer's satisfaction.

Preview the Program

Scenarios Covered

  • Prioritizing Face-to-Face Service: Balancing in-person and phone interactions with grace.
  • Navigating Automated Systems: Maintaining positivity when technology frustrates customers.
  • Meeting Unfulfilled Expectations: Turning service delays into opportunities for customer loyalty.
  • Internal Customer Service: Ensuring internal requests are handled with the same care as external ones.
  • Managing Multiple Transfers: Keeping transferred customers calm and informed.
  • Policy Exceptions: When and how to make judgment calls that benefit the customer.
  • Dealing with Anger: Techniques for calming angry customers and resolving their issues.

Key Benefits for Trainees

  • Positive Customer Experiences: Cultivate a service culture where customers feel heard, valued, and satisfied.
  • Enhanced Problem-Solving: Equip staff with the tools to turn challenges into opportunities for service excellence.
  • Improved Internal Cooperation: Foster a supportive internal environment where colleagues work together seamlessly.
  • Increased Efficiency: Streamline communication processes, reducing misunderstandings and delays.
  • Strengthened Brand Reputation: Build a reputation for outstanding customer service that sets your company apart.
  • Empowered Employees: Develop confident employees who can navigate any customer service scenario with professionalism.

Competencies Covered

  • Empathy: Deep understanding of customer emotions and perspectives.
  • Adaptability: Flexibility in handling unexpected service scenarios.
  • Communication: Clear and effective dialogue with customers and colleagues.
  • Problem-Solving: Creative and practical solutions to customer issues.
  • Professionalism: Maintaining composure and respect in all interactions.
  • Policy Navigation: Knowing when to adhere to or bend rules for the greater good.

Frequently Asked Questions

What makes this program unique compared to other customer service trainings?

Its focus on real-world scenarios ensures that employees can apply what they learn immediate tools and tips for maximizing customer service opportunities.

How does the program address difficult customer interactions?

It provides practical techniques for de-escalating situations and finding win-win solutions.

How can trainers personalize the program to fit the unique needs of their organization?

Trainers can customize the program by incorporating company-specific scenarios, aligning the training with organizational values, and adapting the content to reflect the unique generational and cultural dynamics within their workforce.

What methods does the program suggest for evaluating the effectiveness of the training?

The program recommends using pre- and post-training surveys, observing behavioral changes in the workplace, and tracking key performance indicators related to communication and teamwork.

How does the program address resistance to change among seasoned employees?

The program offers strategies for engaging seasoned employees by highlighting the value of their experience while encouraging openness to new communication styles and technologies.

In what ways does the program facilitate ongoing development after the initial training?

To support continuous development, the program suggests establishing peer coaching groups, providing access to online resources, and scheduling regular refresher workshops.

Can the program be scaled for different-sized organizations?

Yes, the program is scalable and can be adapted for various group sizes by adjusting the depth of content, the number of scenarios practiced, and the facilitation methods used.

What support is available for trainers who encounter challenges while delivering the program?

Trainers have access to a dedicated Sollah support team, shared best practices, and additional training materials to help overcome any challenges in program delivery.

What support materials are provided to trainers for this program?

Trainers receive a comprehensive, step-by-step discussion guide, participant workbook and workshop presentation.

What if I don't have a training program for providing good customer service in place?

Here are some of the risks that may arise:

  • Customer Dissatisfaction: Without the training, you may struggle to leave customers with a positive, memorable impression, potentially leading to dissatisfaction.
  • Ineffective Problem-Solving: You could miss out on learning how to creatively solve problems and find win-win solutions for customers.
  • Poor Conflict Management: The program likely offers techniques for managing customer emotions and conflicts, which you won't acquire.
  • Reduced Service Quality: Not taking the training could result in a lower quality of service, as you won't have the latest tools and methods at your disposal.
  • Stagnant Professional Growth: Your professional growth in customer service might stagnate without the new insights and practices provided by the training.
  • Negative Impact on Business: Ultimately, not improving your customer service skills could negatively impact customer loyalty and business success.
  • Missed Skill Development: You might not learn effective strategies for turning challenging service situations into positive outcomes.
what will happen

Program Options & Available Formats


Streaming Video

Interactive eLearning


Library License

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Video Length: 20 Minutes
Program Option: 2-Hour Instructor-Led Sessions


Leader's Guide, Self-Study Guide, Workshop Presentation, Workplace Violence Prevention Plan


English, Spanish (NA), Portuguese (Brazilian), German, French



Employees, Hiring Managers & Supervisors, Human Resource Professionals

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