Join Jeff Toister for an in-depth discussion in this video Getting the most out of this course, part of Working with Upset Customers.
- Before we dive into the heart of the course, let's go over a few things that will help you get the most out of it. The primary purpose is to show customer service professionals how to effectively serve angry or upset customers. If you're a customer service leader or a small business owner, you can share these techniques with your team to give them more tools. This course picks up where lynda.com's Customer Service Fundamentals course left off. That course provides a great overview of all aspects of customer service. I highly recommend it if you haven't taken it already.
Now, I do want to give you one word of caution before we continue. No matter how hard we try, there's always going to be somebody we can't make happy. Believe it or not, when Ben and Jerry's has their free ice cream day, a few people actually find a reason to complain about that. They're out of their favorite flavor, they have to wait in line, or the free serving size is too small. We're talking about free ice cream. The point is, there will always be somebody who finds a way to get angry. My hope is that you can use the skills in this course to make sure that those people are few and far between.
Many of the videos in this course contain specific exercises to help you build your knowledge or skills. I encourage you to try them out on your own. You might even find it helpful to watch a few videos and then pause the course to work on a few new skills before resuming the course once again. I've included some exercise files to help you with these activities. They're available for all lynda.com members to download and use. I'll be sure to reference each one as we cover it in the course. One of those files is a Learning Plan Worksheet.
I recommend downloading that one now and completing it before moving on to the next video. It'll help you identify your personal goals for the training program and you can use it to track your progress.
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words