By the end of this course, you will be able to
How you can deal with angry, frustrated customers who are dissatisfied with the service they have received and how to gain full control over the conversation.
How you can deal with customers who request a discount professionally, and how you can handle being wrong in a way that will not anger or dissatisfy the customer.
How you can turn the negative experiences, you might often face into positive experiences and how to deal with customers that provide you with wrong information.
Course details
- 0 h 33 m/12 lessons
- Last updated: 23/1/2020
- Course completion certificate
Course Content
Course Introduction
Service Recovery Paradox
Course Introduction
Service Recovery Paradox
Technique 1 - Best For You
Technique 2 - Acknowledge The Point
Technique 3 - Curiosity
Technique 4 - Negative To Positive
Technique 5 - Confirm, Clarify, Continue
Technique 6 - Own It, Understand It, Work It
Technique 7- Change Behaviour
Technique 8 - One Point At A Time
Technique 9 - Handling The Request For A Discount
Technique 10 - First Response
About this course
If you work in the customer service field and have trouble dealing with challenging situations and dissatisfied customers, this course is for you. This course covers some of the quickest, best practice customer service techniques you will be able to easily teach your team with this half-day mini-course. Empower your team with ten best practice customer service techniques to deal with some of the most common customer interactions professionally.
Course requirements and prerequisites
For this course, you will need to be in the customer service field so as to achieve the utmost benefit.
Mentor
Fadi Serry Eldin
Managing Director - Scitron Training
35,149 Learners
9 Courses
