It’s so easy to identify great and bad customer service when we think of our own experiences, so why do we sometimes find it difficult to put ourselves in the customer’s shoes, when we are the ones they’re complaining to? Why do we get defensive or argumentative and afterwards say to our colleagues, ‘That customer was a real moaner, she just went on and on, I could not wait to get off the phone.’
Remember, without the customer we have no business, so we need to develop a mindset of how to retain a customer for life by following simple guidelines, which will help you become the person who gives great customer service, every time.
This course has been co-written by Pamela O’Donnell, who has vast experience within travel customer resolution. Working at director level, she has led global customer service teams. Pamela has written the course with Fi Morrison-Arnthal, an award-winning travel industry training and development specialist. Fi has managed international sales and customer service teams.
Pamela and Fi have created a fantastic course that will teach you the following:
- What is the difference between good or great customer service and how can this reduce complaints?
- What is poor customer service?
- Why do people complain?
- What does a customer want when they complain?
- Examples of when a complaint is handled badly.
- Examples of when a complaint is handled well.
- What is important about your communication style when a customer is complaining to you?
- How should you handle an angry customer?
- How do you resolve a complaint?
- Do you know your empowerment level?
- Is it your responsibility to prevent a problem from happening again?
- Top tips for customer service problem resolution.
We would also encourage you to complete our ‘stress management’ course which can be accessed from the travel courses page on the Progressive Travel Training website.