Module 5 – Do’s and Don’ts of Defusing Irate Customers

Course Description: You project the image of your company. Where the customer is concerned, YOU arethe company you represent. Therefore, having a positive enthusiastic attitude that is professional and uses proper phone etiquette is essential to good customer servicing. It’s vital to be efficient and responsive and it is your job to attain good customer service etiquette!

Some of the most common and uncommon objections you will face are:
Techniques using the Feel Felt Found method to defuse the irate customer.
Best practices in achieving excellent customer service etiquette
Situations to avoid preventing a customer from getting irate in the first place
How to achieve rapport and a more successful relationship with your customers
How to place your customers #1!
To handle a controlling irate customer and take back control to successfully handle and end the call using a more proactive approach.
Best practices for properly placing customers on hold that doesn’t irritate your customer.
When voice mail is appropriate so that the approach is customer-service oriented and user friendly
The differences between a good and bad customer service representative