When is it appropriate for a customer service representative to draw a line and either hang-up or walk-a-way? Are there processes in place for referring a problem customer to a manager or other professional? Once things start to escalate, what can a customer care representative do to calm things down? What if a customer is threatening or intimidating? Handling the unusually difficult customer can be a challenge. This workshop is designed to help you:
Realize how expectations impact customer interactions.
Discuss customer care skills and learn from each other.
Understand how empathy leads to better customer interactions.
Identify personal “triggers” and learn how to detach from them.
NOTE: If class is full, please contact Human Resources at 585-2300 to be placed on a waiting list. |
