Exceptional Customer Service in Challenging Situations
Is the customer always right? In a service driven society the opportunities and challenges associated with exceptional customer service are numerous. Participants will consider the essential elements of exceptional customer service.
In this session we will:
- Understand the value, role and risks of customer service.
- Consider what exceptional customer service looks like in respective areas including external and internal situations.
- Explore approaches, tools and techniques to deal with difficult customer:
- Explore the idea that the “customer is always right”.
- Consider personal triggers and challenges in dealing with difficult customers.
- Role-play specific customer service scenarios addressing in person and telephone experiences.