Guide to Handling Difficult Customers
Booklet, Glancer, Leaders Guide, Quiz, and Certificates
Each pack includes
Its happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. Its easy to fall into the trap of taking things personally and becoming defensive, angry or intractable in response.
Now, you can help your reps turn those customers around with this five part training tool.
The Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.
It includes information your reps can use to understand why customers become angry or upset; techniques to calm customers and remain calm themselves; detailed complaint handling techniques including key words and phrases; plus an important section on how to recover from a difficult call and get ready to give the next caller first-class service.
To learn more, read the sample section, Keep difficult customers in perspective. Youll see how much useful, skill-building information is packed into this practical guide.
Guide to Handling Difficult Customers is provided in packages of 10. Youll have a copy for each of your reps so that everyone benefits from its powerful message. Youll also receive a leaders guide and links to download the Quiz and Certificates for your group.
Your package also includes 10 Glancers.
Just peel and stick these colorful Glancers to computer monitors or dividers for a handy reminder of the important lessons learned in the guide. Reps will glance up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.
Your leaders guide will show you how to conduct training
exercises based on the material in the student booklets. Youll receive
sample dialog, activities, and tips to engage everyone on
Your leaders guide will show you how to conduct training exercises based on the material in the student booklets. Youll receive sample dialog, activities, and tips to engage everyone on your team.
To learn more, read the sample section.
Certificates of Completion
Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.
Certificates may be downloaded, personalized, and printed.
A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.
Quizzes may be downloaded, personalized, and printed.
Table of Contents
Keep difficult customers in perspective
Why do customers become angry or upset?
Good reasons to get good at handling difficult customers
Help the customer calm down
Resolve the problem
End the difficult call gracefully
Stay calm yourself
Your Guarantee of Satisfaction
Guide to Handling Difficult Customers is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.
About the Publisher
The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.