Calming an Unhappy Customer - For Frontline Employees


All customer interactions (internal and external) – whether in person, on the phone or online - have components that can either raise or lower the customer’s image of your organization and the service you provide. Employees will learn to balance three things at once: this issue at hand, the emotion of the unhappy customer, and their own response to the customer. They will learn why customers get upset and what they really want – customers want to be understood. Customer service is transactional – it is the basics. Customer empathy is demonstrated when the person providing the service is able to make emotional contact with the customer.This course is intended for Frontline employees and others who will interact with internal and external customers.

Price: $99.00




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