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Want to be a customer support guru at your company? Dream of being a leading expert who is constantly improving customer experience and, consequently, the profitability of your company?
So...ready to deal with furious and frustrated customers?
This course will help you make even the angriest customers happy.
We all have fantasies of fighting fire with fire, when we try to handle an insulting, manipulative or frustrated customer, and it seems so unjust that we aren't "allowed" to fight back. However, you can't really insult the customer. The customer may be abusive, but even if you revenge, by backbiting, you will end up paying the double price, through complaints to the higher authorities, feeling stupid and yielding a loss to your company.
This is Jane Tweety. She is a new customer support manager at the multinational corporation. However, she is initially employed for a two-month probation period. Jane is very nervous and diffident.
To be prepared for customer support challenges, Jane should learn the right techniques to overcome the possible problems. Here are techniques Jane needs to defuse the outraged customer.
It's Jane's second day at the office, and she has a stressful call from a furious customer. She is at her wit's end and needs assistance. Keep in mind that Jane's career depends on the outcome of this conversation.
Jane is exhausted but happy. With your help she managed to deal successfully with her first angry customer. A lot of new challenges are ahead but Jane is on the right track.