Even the most experienced customer service representatives can have problems with irate customers.
Sometimes this is because the customer is unreasonable, but sometimes the customer service representative uses words or phrases out of habit that irritate customers. Avoiding these words and phrases can significantly reduce the amount of problems you will have with customers. Avoiding these words and phrases may require that you check your attitude. If you think that most customers are unreasonable or stupid or otherwise bothersome, it will be more difficult for you to avoid saying things that may offend them. Remember that irritated customers become former customers. If enough customers become former customers, your employer will have less need for your services. Download this white paper to learn what phrases you should avoid, as well as what phrases to use alternatively.
Learning Objectives
- Identify the best time to apologize to a customer.
- Learn how to take responsibility of a bad situation.
- Review what to do when you don't know the answer to a question or problem.
- Gain key listening tips to use when customers are having a problem.
Agenda
Faculty
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