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Real Customer Service Situations for Discussion

There’s no tougher business situation than dealing with an angry customer, whether external or internal to your organization.

Now, you can equip employees to handle those calls and confrontations without getting rattled. What’s more, they’ll become experts at working through misunderstandings, misinformation and frustration over policies and practices, while helping angry customers feel heard and valued in the process.

Learning Point Highlights:

  • Provides techniques for staying calm when dealing with angry customers
  • Shows a variety of ways to defuse anger and respond to complaints
  • Learn to keep your focus on what you can do to solve a customer’s problem
  • Trains employees in resolving issues with unhappy customers
  • How to make sure the customer is left with a positive, memorable impression