Glad I Could Help
Run time: 21 Minutes
Are your employees positive and helpful when dealing with the most common – yet challenging – customer service situations?
Glad I Could Help shows employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face. In each situation, employees will learn that by responding with a “glad I could help” attitude, customers will feel positive about the employee, the organization and the way they have been treated—ultimately creating long-term customer loyalty.
The program teaches employees how to handle these situations:
- The phone rings while dealing with a face-to-face customer
- An irate customer who has just gone through an automated phone system
- A customer whose delivery expectations have not been met
- An internal customer who has been promised service but has not received it
- An upset customer who has been transferred several times
- Being interrupted by a customer who needs help
- Making an exception to a policy to help a customer
- An angry customer who has an unexpectedly high bill and damaged goods
Employees will grasp these key learning points:
- Understand the number one thing that matters to customers is how they’re treated
- Always keep focused on what can be done to solve a customer’s problem
- Exhibit a “glad I could help” attitude when dealing with customers
- Make sure the customer is left with a positive, memorable impression
A VisionPoint/Sollah Interactive Title
Testimonials
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