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Calming Upset Customers Training Course by LearnKey


Get a demo now !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


£80  per user + vat

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Course outline

Session 1

Section A: The CSR: A Powerful Choice
· Self-Assessment
· You are the Organization
· The CSR's Job
· The Quality Call

Section B: Gaining the Professional Edge
· Manage Conversations
· Maintain Knowledge
· Be a Team Player
· Remain Customer-Focused
· Advocacy or Error?
· Personal Responsibility
· Make a Commitment
· Assessment

Section C: The All-Important Customer
· Understanding the Customer
· Analytical or Assertive?
· What Do Customers Need?
· Assessment

Section D: Building Your Skills
· Listening Effectively
· Common Courtesy
· Wrong Impressions
· Using Common Language
· Gathering Customer Information
· Open or Closed?
· Angry Customers
· You Take the Call
· Managing the Technology
· Writing Effective Email
· Email Aptitude
· Preparing a Mental Script
· Closing the Conversation
· Assessment

Section E: Attitude: An Important Asset
· The Impact of Your Attitude
· Plan for Self-Improvement
· Conclusion


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