Course Description
The purpose of this program is to develop skills that will help service providers serve customers who are concerned, angry, or upset after a service breakdown. They will complete a variety of individual and group activities, partner discussions, and skills practices, video segments, and large-group discussions that explore the following topics:

•            Four guidelines for healing customer relationships
•            Staying unhooked from negative feelings
•            Choosing productive responses
•            Techniques for defusing negative emotions
•            Ways to regain customer trust and confidence
•            Action planning

Course Outline
1. Why it is important for organizations to heal relationships with customers who are frustrated or angry

2. Four guidelines for effectively restoring customer trust and confidence

3. Managing reactions to emotional statements from customers.

4. Defusing techniques for customers who are angry or upset.

5. Actions that address and resolve customers’ concerns satisfactorily.

6. How to demonstrate commitment to the customer relationship and encourage customers to remain loyal

Customization
Outlines for each program can be tailored to suit your specific training needs.

Suggested course hours Length
6 hours

Delivery Options
We will deliver training to suit your schedule.
All programs can be conducted increments as little as two hours a session or as long as six hours a session.

Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.