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Mad About Customer Service

In the midst of a negative customer service encounter, even the best intentions of a CSR can be misinterpreted, causing the situation to go from bad to worse. Help your staff avoid common mistakes, maintain control and create winning outcomes.

  • Shows the steps involved in service recovery
  • Turns customer complaints into praises
  • Builds customer loyalty through problem solving
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This program's producer has chosen CRM Learning to manage its US distribution. You can feel confident that it meets the same quality guidelines as our own products. All CRM Learning discounts apply.

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  • Sample Training Guide

Mad About Customer Service

Run time: 15 Minutes

In this program, an all-too-familiar story unfolds. Sharyn, Rick and baby Toby have flown half way across the country to attend a wedding the following day. When they arrive at the luggage carousel, Sharyn and Rick have a tired baby and frayed nerves but NO bags.

Michelle is the customer service representative who has the task of handling 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 how she manages the situation is just as important as whether she actually solves the customer’s problem.

While watching this CSR in action, viewers learn about:
  • 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

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  • DVD
  • Leader's Guide PDF
  • Overhead masters PDF
  • (Support materials will be emailed to buyers)


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