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Calming Upset Customers, Fourth Edition
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Duration: Self-study Description: When a customer is upset with your company, you have an opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. That's a lot. But anyone can learn the skills that are necessary. There is no single technique for every customer, but the collection of skills outlined here will work in any industry. Table Of Contents: Part 1: The Importance of Calming Upset Customers Customer Satisfaction: Everyone's Job Upset Customers Don't Come Back You Want Customers to Complain A Customer Is... Assessing Yourself Part Summary Part 2: Why Customers Get Upset Start by Looking for the Cause Avoidable Upsets Listening and Returning Calls Part Summary Part 3: Preventing Behaviors That Irritate Others Personal Presentation Nonverbal Communication Words That Make a Difference Part Summary Part 4: Practicing Behaviors That Calm Customers Take Action to Reverse Anger Ten Steps for Dealing with an Upset Customer Case Studies After the Customer Has Gone Part Summary Part 5: Tips For Managers Creating an Environment for Customer Satisfaction Using this Book for a Staff Meeting Calming Upset Customers and Employees Part Summary |
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