Course Description:When a customer objects or resists you, it is not meant as a rejection. In most cases an objection is telling you, “I’m not happy,” “I need extra customer service,” or “I want you to just hear me out.”
When representing your company, expect to receive resistance or irate customers. Your job is to defusethe situation quickly beforethe customer gets out of hand and you lose control. If your job is to “pass” or direct the call to someone else, your goal is to make every effort to leave a positive impression with your customer.
When incorporating excellent customer service, will help make it much easier for the person who will eventually handle the customer. The end result for you is that you did your best and you valued your customer. Providing excellent customer service will help you move on and effectively service your next customer with a positive and professional attitude
Skills you will learn
Deal effectively with angry and rude customers
Depending on the type of call, Resolve, Sell and Take the Order effectively and proficiently.
Overcome your customer’s objections by using the five methods taught in this course.
Understand which methods you should be using for the type of objection or resistance you will encounter.