Customer Service Excellence Series

In this session, you will learn effective ways to provide other options to customers and develop problem-solving skills that get at the root of the situation or issue, even when you can’t give them exactly what they want. You will also learn the importance of active listening and the positive effects it can have on conversations with customers.

Learning Objectives:

• Demonstrate effective methods to diffuse and handle difficult/angry customers.
• Identify the "big picture" messages that will meet customer needs.
• Describe the five steps of creative customer service problem solving.

Who Should Attend:

Anyone who is responsible for building positive customer relationships with internal and/or external customers.

Competencies:

• Assertiveness
• Customer focus