Every business that has customers will encounter situations where its clients get upset. Even organizations dedicated to excellent customer service will have disappointed, angry and upset customers at some point in time. How employees handle customer complaints will make the difference between turning that client into a supporter or enemy of your business.

How can you manage the relationship with your customers so that you both reach the best possible outcome? In this course, “Working with Upset Customers,” you will learn cross-cultural techniques to avoid upsetting customers and how to repair situations to calm clients so that the situation can be resolved.

Audience:

“Working with Upset Customers” is designed for individuals who would like to improve their interpersonal skills, including:

• Medical travel facilitators
• International care coordinators
• Medical professionals
• Support staff in hospitals, clinics, private medical and dental offices, spas
• Travel agents
• Hospitality professionals

Course Description:

“Working with Upset Customers” will provide you with practical business tools avoid or defuse negative situations as well as restoring business relationships following a harmful experience. Through the use of narrative, audio and video clips including various examples of what to do and what to avoid doing, you will learn skills that you can apply in your career to foster better interactions with your clients, staff and management, and other professionals. Numerous quizzes and exercises are incorporated into each section to give you the opportunity to practice these skills. A final test ensures that you have thoroughly absorbed the course material and are ready to implement the skills you have learned.

Learning Objectives:

At the end of the “Working with Upset Customers” course, you will be able to:

• Describe the importance of keeping clients satisfied
• Know how to avoid upsetting clients
• Determine why the client is upset
• Understand what upset clients want
• Calm your upset customer whether face to face or on the telephone
• Complete the interaction with appropriate follow up

Once you have completed this course, you should be able to improve your interpersonal skills to comfortably respond to upset individuals including customers, coworkers, and other professionals.

Online Features:

Upon completion of the course, you will receive an individualized “Certificate of Completion” and a summary sheet of the key points from this course, both of which you can download and print.

Running time for the course is approximately 90 minutes without pausing, repeating sections, or taking quizzes. It is estimated to take between 2.5-3 hours to complete the course. The course requires access to the Internet and basic computer skills to navigate the coursework. Video clips require Flash Player, which can be downloaded to your computer for free.

Fees:

The fee for this course is a special, low introductory price of $79.00 US. Enjoy an extra discount by signing up for two or more courses! Select your courses now for the biggest savings.

Want to purchase multiple courses for employees or groups? Contact us for special pricing.

On-Site Option:

Interested in bringing this program on-site to your organization? Please contact us to create an on-site training program to meet your specific needs.