Frontline Reps Skills Training Guides Guide to Handling Difficult Customers
Guide to Handling Difficult Customers
Three part set: Booklet, Glancer, Leader’s Guide
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Each pack includes |
It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive, angry, or intractable in response.
Now, you can help your reps turn those customers around with this three part training tool.
Part 1: Training Guides
The Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.
It includes information your reps can use to understand why customers become angry or upset; techniques to calm customers and remain calm themselves; detailed complaint handling techniques including key words and phrases; plus an important section on how to recover from a difficult call and get ready to give the next caller first-class service.
To learn more about the Guide to Handling Difficult Customers, you may read the sample section, Keep difficult customers in perspective. You’ll see how much useful, skillbuilding information is packed into a brief half page of this practical guide.
Part 2: Glancers
To help your reps keep the important techniques and key phrases from Guide to Handling Difficult Customers fresh in their minds, your package also includes 10 Glancers.
To help you get the most from your training materials, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques and refreshers to keep the message fresh long after the booklets have been distributed.
Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more that you can use to conduct your training like a pro. To learn more about the Leader’s Guide, you may read the sample section, Empathizing and agreeing.
Keep difficult customers in perspective
Why do customers get angry or upset? Good reasons to get good at handling difficult customers
Help the customer calm down
Resolve the problem
Stay calm yourself
Guide to Handling Difficult Customers is guaranteed. We want you and your reps to put this valuable resource to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund. Guide to Handling Difficult Customers is published by the Customer Service Group.
The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials. 
Just peel and stick these colorful Glancers to computer monitors or dividers and reps will have a handy reminder of the important lessons learned in the guide. Reps will “glance” up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.
Part 3: Leader’s Guide
Table of Contents
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