Facing Confrontation in Customer Service
Overview
Achieving service excellence is very challenging when dealing with angry customers.
However, by following a few simple techniques, you can manage difficult customer relationships and provide high-quality customer service.
In this course, you’ll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict.
You’ll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.
Learning Outcomes
On completion of this course participants will be able to:
- Feel more confident taking responsibility for customer complaints.
- Avoid making common customer service mistakes when dealing with difficult customers.
- Understand how to defuse a customer’s frustration.
- Identify strategies for investigating customer complaints.
- Come to a problem-resolving agreement with a customer.
Who Should Enrol?
- All customer-facing staff working at an airport.
- Airport managers, supervisors, or team members responsible for frontline personnel.
- Anyone interested in a career in customer service or customer experience management.
Course Content
The Facing Confrontation in Customer Service course covers the following topics:
1. Facing Confrontation in Customer Service
2. Customer Service Mistakes: Avoiding Responsibility
3. Customer Service Mistakes: Overstepping Boundaries
4. Customer Service Mistakes: Being Rude
5. Handling Customer Complaints: Defusing Frustration
6. Handling Customer Complaints: Investigating Problems
7. Handling Customer Complaints: Coming to an Agreement
Course info
- Duration: 15 mins
- Language: English
- Level: Short Course
$65.00 CAD
