Training Course Syllabus:
How to Resolve Customer Complaints on the Spot
1-Hour CareerTrack Webinar
Today, people have an ever-increasing number of choices when deciding where
and with whom to do business. Customers are more informed about their choices
and have higher service expectations than ever before. What are you doing to
make sure your customers' expectations are met ... and exceeded?
Whether you interact with customers face to face or over the phone, you are your
organization's representative. Customers' perceptions of a business are
primarily based on interpersonal interaction with front-line employees; yet, too
little attention is placed on training these employees in appropriate customer
management. It is crucial to your organization's success that each employee
understands how to handle confrontations, objections, and bad attitudes in order
to keep customers content and coming back.
Are you driving customers away?
The biggest reason customers "quit" a business is an attitude of indifference on
the part of the owner, manager, or employees. It takes only 7 seconds for
customers to form 11 impressions about you and your organization. If your
customers don't feel like you care about them or their business, they will go
elsewhere. Lack of training or lack of authority to make customer-centered
decisions can hinder your ability to make a good first impression and leave your
customers feeling undervalued.
If a customer is unhappy, it's imperative that you rectify the problem
immediately. A customer who has a negative experience means more than just one
lost sale or damaged relationship. On average, an unhappy customer tells 3
people, who each tell 3 more people, creating a wide-spread trickle-down effect
that could damage your organization's credibility and its reputation. However, a
customer won back after a negative experience is a customer for life. Attend
this powerful 1-hour Webinar and become equipped to keep complaints and
petty situations from escalating into full-blown customer service disasters.
How to Resolve Customer
Complaints on the Spot will teach you how to react well to the realities of
customer service and deal with the most difficult customers and their
complaints. You'll learn:
- What every complaining customer really wants
- Effective strategies for calming irate customers
- Creative collaboration techniques for win-win outcomes
- How to deal with Witchy Wilma, Broken Record Robert, and other difficult
- Ways to work through difficult and touchy issues
- What to do when your answer must be "no": how to diffuse anger
When you're prepared
to take ownership of problems and empowered to find solutions, not only will
your customers be happier, but you'll benefit from increased confidence, less
stress, and greater value to your organization.
After just one hour of targeted training, you'll
be able to:
- Develop positive customer relationships from the first contact
- Build credibility and establish trust with your customers
- Manage emotional situations with finesse
- Regain loyalty after altercations
- Keep yourself from becoming defensive or over-reacting
- Handle volatile situations immediately and effectively!
Customer service representatives, sales professionals, sales and customer
service supervisors and managers, marketing professionals and managers — anyone
and everyone who comes into contact with customers!
Don't go another day providing your customers with "so-so" service. Get
the great training you need to increase customer satisfaction and sales, reduce
job-related stress, and make your life easier today!
Webinar Start Time:
1-Hour CareerTrack Webinar
2 pm Eastern
1 pm Central
12 pm Mountain
11 am Pacific
10 am Alaskan
9 am Hawaiian
Webinar and Digital Download (Save $50!) - US $149
Webinar Only - US $99
Webinar Digital Download Only - US $99
Immediately following the Webinar, the
phone line will be opened up to conference participants who wish to submit
questions to our speaker, time permitting.