Mad About Customer Service

With the right training, service professionals can turn a bad situation into an opportunity for increased customer loyalty.

Program length 15 minutes
Topics: Customer Service

With the right training, service professionals can turn a bad situation into an opportunity for increased customer loyalty.

Sharyn, Rick and baby Toby have flown half way across the country to attend a wedding the following day. Sharyn is the bridesmaid. When they arrive at the luggage carousel, Sharyn and Rick have a tired baby and frayed nerves but NO bags (which means they are missing Tobys favorite toy and Sharyns bridesmaids dress).

Michelle is the customer service representative who has the task of managing the problem - a tough job. Michelle wants to do the right thing. She's enthusiastic and committed to her job. However when Michelle's good intentions are misinterpreted, the situation escalates from bad to worse - everything from threats to bad language.

As Michelle masters some very valuable skills, she discovers that  is how she handles the situation is just as important as whether she actually solves the customers problem.

Key Learning Points

  • Why Process is more important than Outcome
  • The Flag, Purpose and Permission technique
  • The world famous Pumpkin Method for handling abusive language
  • How to take responsibility and go the extra mile
$745.00

  • DVD Purchase
  • USB Flash Drive Purchase
  • Online Delivery (call for pricing)
  • E-Learning (call for pricing)

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What's Included DVD, Trainer's Manual and CDRom containing overhead transparency masters
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