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Glad I Could Help

Real Customer Service Situations for Discussion

There’s no tougher business situation than dealing with an angry customer, whether external or internal to your organization. Now, you can equip employees to handle those calls and confrontations without getting rattled. What’s more, they’ll become experts at working through misunderstandings, misinformation and frustration over policies and practices while helping angry customers feel heard and valued.

  • Teaches service recovery skills
  • Shows employees how to handle confrontation with customers
  • Helps the company save customers who are unhappy

This product does not have:
  • Sample Training Guide
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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 Sollah Interactive Title


  • DVD
  • PDFs of Facilitator Materials and any Participant Materials will be emailed to buyers


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For Federal Government customers:

CRM Learning is a division of Media Partners Corporation and all government orders are invoiced by Media Partners.

Media Partners is registered with SAM.
Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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