Measurable Results Delivered

Retaining the Upset Customer helps your organization

• Retain customers
• Build customer loyalty
• Eliminate costly repetitive mistakes
• Reduce employee stress
• Avoid employee negativity following difficult calls
• Identify mistake trends and avoid them in the future
• Reach win-win solutions

Who Should Be Trained

Retaining the Upset Customer is for contact center representatives who handle inbound calls or escalated service recovery calls.

Prerequisites

None.

Sales & Service Solutions
Retaining the Upset Customer

Business Issue

Customer retention and loyalty are of critical importance in today's business environment. One of the key strategic initiatives in maintaining satisfaction and loyalty is quick, effective response to service complaints.

The contact center in an organization often receives most of these complaints and the manner in which contact center representatives handle these calls has a direct impact on the company's long-term profitability. These calls represent the most difficult ones your contact center representatives receive and those which they are least capable of handling well. Dealing with upset customers effectively —service recovery— is an essential profit strategy.

• Download this course description (pdf)

Omega Performance’s Solution

Retaining the Upset Customer is a one-day interactive worshop in which participants learn how to recapture customer loyalty after a service problem has occurred. It provides contact center representatives wit hthe models tools and skill practice needed to excel in service recovery techniques. They will learn how to

• Identify difficult customer types
• Understand what customers want after they experiencea service problem
• Identify issues that can cause customers to become upset
• Use communication sills and the Service Recovery guide to handle the concerns of upset customers
• Identify obstacles to problem resolution and ways to work through them
• Use negotiating techniques to reach a win-win solution