Customer Service: Managing Angry Customers & Performing Effective Service Recovery

Buy $295

Sometimes, despite our best efforts, a customer may become upset or even angry. When this occurs, he or she will expect a lot of effort to make things better. This program explores how to respond appropriately to an upset or angry customer in order to meet, and then exceed their expectations.

Program Highlights

Common reasons why healthcare customers may become angry or upset

Strategies to determine the root cause of a customer's anger or frustration

How to apply skills that will repair a bad situation

Highlight the benefits of a good service recovery

Step-by-step example of a positive recovery experience

Learning Objective

Provide essential training to all staff on how to manage upset or angry customers and perform effective service recovery

Program Includes

17min Visual presentation (DVD)
1 Free site license upon request

Bonus Resource CD
10 Question Post Test with Answer Key
Learning Tools Included

From The Series

Customer Service