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Working With Angry Customers. Leader's Guide

Working With Angry Customers. Leader's Guide

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Published by Roshni Mahapatra

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Published by: Roshni Mahapatra on Jun 04, 2010
Copyright:Attribution Non-commercial

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10/24/2012

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ORKING WITH 
A
NGRY 
USTOMERS 
 
October 2008 
 
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Customer ServiceTraining Guide
 
 
 
ORKING WITH 
A
NGRY 
USTOMERS 
 
October 2008,
 
Page 2 of 31
 
ORKING WITH 
 A
 NGRY 
USTOMERS
 
Target Audience:
 
Experienced Customer Account Specialists in the
Water Bureau‟s
Service Center and Call Center
Length:
 
Two hours
Recommended Class Size:
Up to 20 per class
Training Materials:
 Participant handoutsa)Learning Objectivesb)What Makes People Angryc)Step-by-Step Approach forDe-Escalating Angerd)Things that Can MakeMatters Worsee)Methods that Make a HugeDifferencef)Strategies for the CallCenter and Service Centerg)Case Problemsh)Your Success Storyi)Summary Card j)Course Feedback
 Flipchart (Things that Really Help)
 Post-It pads
 Attendance sheet
Learning Objectives:
After completing this training module, CustomerAccount Specialists
will be able to…
 1.
Recognize situations that can cause frustration
for customers, and seekways to minimize the issues.2.
Avoid using words and behaviors that contribute
to stressful situations.3.
Use techniques to help defuse emotions, and take control
of thecustomer interaction in order to achieve a positive outcome.4.
Recognize how our own beliefs and expectations
can add stress toworking with upset or angry customers.
 
 
ORKING WITH 
A
NGRY 
USTOMERS 
 
October 2008,
 
Page 3 of 31
 
Course Outline:
I.Introductiona.Openingb.How angry customersituations can make you
feel 
 c.How most people respondd.What happens if dealt with
effectively 
 e.
“Working with” vs.“handling”
 f.
What we‟ll cover today
 g.
Flipchart: “Things thatReally Help”
 II.What Makes Customers Angrya.Our own experience ascustomersb.What makes people angry(general)c.Specific things that mayupset Water BureaucustomersIII.A Step-by-Step Process forDe-Escalating Angera.Four positive stepsb.Overall benefitIV.Things that Can Make MattersWorsea.Not listeningb.Excusesc.Defensivenessd.Quoting policye.Jargon, abbreviationsf.Words to avoidg.Rudeness and sarcasmV.Methods that Make a HugeDifferencea.Apologizeb.Soothec.Listend.Assure you can helpe.Set stage for taking controlf.Two tips for taking controlg.How to give bad newsh.
Flipchart: “Things thatReally Help”
 VI.Specific Situations You MayEncountera.First, some good news!b.Threatsc.Insults, yelling, swearingd.When to get helpe.About hanging upVII.Call Center and ServiceCenter-Specific Issuesa.Strategies for the CallCenter and Service Centerb.Service Centerc.Call CenterVIII.Case Problemsa.Assign problemsb.Read outIX.Noting the Customer Recorda.What to include in Memob.What NOT to includeX.Stress Management Tips andTechniquesa.Our own expectationsb.Stress managementtechniquesXI.Success Storiesa.Your best storyb.LessonsXII.Conclusiona.Recoveryb.Future interactionsc.Review flipchartd.Summary cardse.Closing

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