Calming Upset Customers
Section A: Calming Upset Customers
* Introduction
* Course Overview
Section B: Why Customers Get Upset
* People and Systems
* Why Customers Leave
* Avoidable Upsets
* Key Fact
Section C: Responding to Upset Customers
* First Impressions
* Right Words
* Key Fact
Section D: Calming Your Customers
* Listening
* Calming Techniques
* The Telephone
* Reaching Agreement
* Key Fact
* Customer Satisfaction
Connecting to Customers through Customer Service
Section A: Customer Satisfaction
* The Customer Service Connection
* Working with Customers
* Extraordinary Customer Service
* The Customer Service Resource
* Key Point
Helping Customers through Quality Service
Section A: Serving Customers, Helping People
* Customer Service
* Making Your Customers Feel Welcome
* Asking and Listening
* Giving Your Undivided Attention
* Going the Extra Mile
* Showing Appreciation
* Golden Rule
The Cornerstones of Sales and Customer Service
Section A: Customer Service and Selling
* Spectacular Service
Section B: Three Cornerstones
* Listening
* Probing
* Building the Sale
Section C: Service Impact
* Customer's Perception
* Customer Clues
* Finding Specific Needs
Section D: Strengthening Sale Knowledge
* Salesman Test