LearnKey Training

Calming Upset Customers
Calming Upset Customers


Calming Upset Customers

1 Session –
1-2 Hours of Interactive Training
Learn how to deal effectively with angry customers, clients, or colleagues. This carefully designed approach gives you the ability to work through conflicts and remain calm in the work environment. You'll learn how to distinguish between a disturbed and upset customer and how to collaborate with each toward a positive, win-win outcome.

Benefits
  • Employees will gain the skills to maintain composure in difficult situations.
  • Your business will benefit from open communication and conflict resolution.
  • Upset customers will develop trust in your business when their problems are solved.
    • About The Author
    This is a LearnKey course based on the book Calming Upset Customers by Rebecca L. Morgan. Rebecca L. Morgan, CSP, is a people-productivity expert. In addition to authoring three popular books, Rebecca has produced six audio cassette programs. She's been featured in Home Office Computing, Sales and Marketing Management, USA Today, National Public Radio, and The Oprah Winfrey Show. Rebecca has earned the designation of Certified Speaking Professional (CSP) which is conferred by the National Speakers Association. In 1993, when Rebecca received her CSP, only 214 people in the world-less than 7% of the 3200 NSA members-had earned this ten-year-old designation.
    Session 1

    Section A: Calming Upset Customers
    · Introduction
    · Course Overview

    Section B: Why Customers Get Upset
    · People and Systems
    · Why Customers Leave
    · Avoidable Upsets
    · Key Fact

    Section C: Responding to Upset Customers
    · First Impressions
    · Right Words
    · Key Fact

    Section D: Calming Your Customers
    · Listening
    · Calming Techniques
    · The Telephone
    · Reaching Agreement
    · Key Fact
    · Customer Satisfaction