Join Jeff Toister for an in-depth discussion in this video Putting in the hard work and practice, part of Working with Upset Customers.
- My hope is that you'll be able to use … what you've learned in this course … to make upset customers feel better, … learn from your experiences, … and even prevent customers from getting upset … in the first place. … This can take a lot of hard work and practice … so I've created a list of additional resources … to help you out. … You'll find books, websites, … and other tools to help you learn even more. … I've also included a link … to my customer service tip of the week email. … It's free to sign up and you'll get one email … with one customer service tip, once per week. … People tell me they use the tips for helpful reminders … and to discover even more ideas for serving their customers. … You can also follow me on Twitter … for customer service analysis, tips and trends. … You may also find it helpful to check out … my other customer service courses here on lynda.com. … If you downloaded the learning plan worksheet … at the start of this course, … now is a good time to come back to it …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words