Handling Difficult Customer Situations

Module 1: Seven Mistakes Service Providers Make When Servicing Customers (And Why They Must Avoid These)

Lesson 1: What United Airlines Got Wrong – A Customer Service Disaster

02. Hiding Behind Process Manuals and Excuses

03. Losing it With Customers!

04. Mismanaging Customer Expectations

05. Making It Difficult for Your Customer

Module 2: Handling an Irate Customer

01. Making It Difficult for Your Customer – An Illustration

02. Emotion Concern – The Antidote to Emotion Contagion

03. Listening to Understand – The First Element of the LEAD Model

04. Empathise – The Second Element of the LEAD Model

05. Advocate – The Third Element of the LEAD Model

06. Defuse – The Fourth Element of the LEAD Model

Module 3: Saying No

01. Saying No – An Illustration

02. Denying a Customer Request Using the ERA Model

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