GLAD I COULD HELP: Real Customer Service Situations for Discussion

Glad I Could Help illustrates to 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.

Key Learning Points:

• Understand that The number one thing that really matters to customers is how They are treated
• Keep your focus on what you can do 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

The Glad I Could Help program teaches employees how to handle these situations:

1. The phone rings while dealing with a face-to-face customer
2. An irate customer who has just gone through an automated phone system
3. A customer whose delivery expectations have not been met
4. An internal customer who has been promised service, but has not receive it
5. An upset customer who has been transferred several times
6. Being interrupted by a customer who needs help
7. Making an exception to a policy to help a customer
8. An angry customer who has an unexpected high bill and damaged goods

The program teaches These steps employees can take to show a "glad I could help" attitude:

1. Thank The customer & empathize
2. Acknowledge emotions
3. Ask for permission
4. Reassure you can help
5. Offer to go The extra step
6. Gently confront

Format: Video
Length: 19 mins.
Additional Materials:
Facilitator Guide
Reproducible Participant Materials
Reproducible Self-Study Workbook

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