Description
When a customer is upset with your organization, you are presented with the ultimate opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this course will work in any industry.
We have seen incidents of road rage, air rage, and general public anger escalate. C. Leslie Charles’ popular book Why Is Everyone So Cranky? highlights a key point in this course – people are increasingly frustrated with everyday challenges and often take out these frustrations on service employees.
Two opportunities this Spring (Let the CFTEA office know your choice):
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Wednesday, February 7, 2024, from 6:00 – 7:30 pm on Zoom
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Wednesday, March 13, 2024, from 3:00 – 4:30 pm on Zoom
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Wednesday, October 2, 2024 from 3:00 – 4:30 pm on Zoom
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Tuesday, October 8, 2024 from 6:00 – 7:30 pm on Zoom
Lesson 1: The Importance of Calming Upset Customers
Lesson 2: Why Customers Get Upset
Lesson 3: Practicing Behaviors That Calm Customers
>> Includes Digital Student Workbook <<
Learning Objectives
Complete this course, and you’ll know how to:
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Understand the importance of upset customers to improving your business.
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Identify common causes of customers’ upsets and learn why listening is a critical skill to deal with them.
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Be proactive in preventing upset customers and co-workers.
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Use various techniques to calm upset customers and co-workers.
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Practice management behaviors that calm upset customers and co-workers.
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De-escalation and Handling Violence.
Workplace Competencies
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Adaptability & Flexibility
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Customer Focus
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Problem Solving & Decision Making
Management Competencies
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Supporting Others
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Managing Conflict & Team Building
Course includes:
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Current Articles
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Videos
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Scenarios
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Worksheets and more!
2024.01