Everyone working in customer services dreads that call: the really angry customer, for whom everything has gone wrong...
In this session, you will learn how to take control, calm them down, and even turn complaints into compliments.
On this 3-hour session you will:
- Understand the most effective way to use the customer recovery loop
- Develop effective communication skills to resolve complaints using the LEAPS model
- Understand the importance of first time resolution
- Define and refine what exceptional customer service means by setting your vision for customer service where you work
- Come away with an action plan to make it happen