Got Performance?® Diffusing Customer Emotions
Creating Satisfied Customers
This course focuses on a positive and helpful attitude in dealing with frustrated customers. You will learn that empathizing with the customer and maintaining a positive attitude are two of the most important tools at your disposal in creating a positive customer experience. By completing this module, you will benefit from a better job, more sleep and better numbers (if selling).
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Learning Path & Details
- Personal Performance
- Type: eLearning - LearningBytes®
- Audience: Employees / Staff
- Level: Intermediate
- Seat Time: 14 Minutes
Suggested Industry Usage
Competencies
- Developing Critical Work Skills
- Manage Customer Experience
Interactivity
- Audible Narration
- Branching
- Integrated Video
- Interactions and Activities
- Post-Assessment
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Training Files (1)
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Additional Information
Trainer Comments: There is real power in having a positive attitude in showing empathy toward irate callers. You can diffuse customer emotions by thanking them for calling and empathizing with their situation. Your positive attitude will also help when you reassure the customer that you can help with their problem. The real difference in customer loyalty is YOU.
Related Content
Explore the Program: Glad I Could Help: Real Customer Service Situations for Discussion™
