Source: enrollmentservices.boisestate.edu
Topic: Customer Service
Sort Desciption: Participant Guide. Customer Service Case Studies. 1) A student comes in with her demanding father to meet with one of our financial counselors ...
Content Inside: Participant Guide CUSTOMER SERVICE CASE STUDIES How to Deal with Difficult Customer Interactions PROGRAM OVERVIEW About the Training Program This session is designed to build an appreciation of the value of customer service and an awareness of the behaviors that attract and repel customers and to provide practice utilizing effective service behaviors the opportunity to assess the organizations current customer readiness and a forum to allow for the planning of effective long-lasting customer-service strategies with difficult customer interactions. Training Objectives This program will provide participants with the following opportunities to: Plan for the really difficult customer interactions; Reinforce what we do well to maintain a positive customer service climate; Develop personal and organizational customer-service improvement plans. Participant Guide PROGRAM OUTLINE Activity Time: 10 min Method I. Opening Activities A. Introduction Presentation Dealing with Angry Customers Discussion Activity Time: 40 min Method II. Hallmarks of High-Caliber Customer Service Satisfying the Dissatisfied Lecturette Case studies - Analysis Activity Activity Time: 10 min Method III. Planning for Successful Service Creating a High Caliber Customer Service Organization Planning Discussion Wrap Up Participant Guide Satisfying the Dissatisfied Hear the customer outAllow the customer the opportunity to let off steam and to air his or her complaints. EmpathizePut yourself in the customers shoes. Demonstrate that you understand where he or she is coming from. ApologizeApologize for the customers dissatisfaction (even if you dont agree with him or her). Take responsibility for actionWork with the customer to find a solution to his or her problem. Participant Guide Dealing with Angry Customers Customer relations often heat up and challenge our abilities to be responsive. As customer-oriented providers our job is to remain cool calm and collected no matter how hot o ...
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