Module Summary: Handling Complaints
The Handling Complaints module focuses on helping CSRs deal with complaining customers. The lessons in this module include information regarding how to:
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Avoid the common CSR responses that often make the customer MORE angry and frustrated.
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Not be afraid of difficult customer emotions.
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Express empathy for the customer.
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Avoid taking the customer's frustration personally.
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Use the "reflect and paraphrase" technique to let the customer know you are REALLY listening and working to help them.
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Ask better questions to understand what the customer really wants and needs to be fully satisfied.
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Know when (and how) to apologize.
Note: Additional training tools and resources are available including a facilitator guide with video, PowerPoint presentations and handout masters (if you wish to conduct your own face-to-face training) and participant workbooks that can be used as a companion to live training and e-learning delivery. Contact us for more information on these additional resources.
For more information please request an information package
You may call Frontline Learning at (763) 390-2430 or email info@phoneskillstrainer.com
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"The Phone Skills Trainer program was so easy to implement with minimal CSR downtime. I was able to provide a weekly one hour training session for my team, and over the course to twelve weeks we went through the entire program. And we began to see results right after the very first session!"
The Phone Skills Trainer® library consists of 6 learning modules. Click on the links below for more details on each individual module.
Positive and Productive Language
Service-Oriented Attitude / Spirit of Service
For more information please request an information package
or email info@phoneskillstrainer.com
For more information please request an information package
You may call Frontline Learning at (763) 390-2430 or email info@phoneskillstrainer.com