Turning Customer Problems into opportunities
Is the customer always right? Not exactly, but the customer is the boss and must be treated like a valued guest. With the right skills and attitude, internal and external customer problems, disputes and complaints truly can be transformed into opportunities.
Learning Outcomes - You will learn:
- The real reason why problems arise
- What an angry customer really wants
- What to do if a customer is irrational or abusive
- Nine simple steps to handle a customer who is miffed, irate, upset, or just plain mad.
- How to handle the special needs of internal customers such as co-workers, bosses, other divisions and departments
- Win-win negotiation solutions for each and every problem
- Follow-up techniques to turn a disgruntled customer into your best ally
- What to do when you're at the end of your rope (It happens to the best of us!)
Speaker: Jodi Rudick