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Introductory Start-up: Handling Irate Customers

Quick Overview

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


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. 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 and 25 participant kits.


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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

More from this Program
• Handling Irate Customers Participant Books
• Handling Irate Customers Facilitator Guides
• In-house Seminars• Train the Trainer


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

Participant Book
Download Sample
Leader Guide
Download Sample 
  Certificate of Completion
  Technique Card
 Cert Card Technique Card 

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100% Money Back Guarantee

We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

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