Customer Service Training 101, 2nd Edition

CHAPTER 8

Calming the Storm: Difficult Customer Contacts

WHEN A CUSTOMER COMPLAINS,LOOK AT IT AS AN OPPORTUNITY TO IMPROVE

Write down a customer contact you handled in which a customer was dissatisfied with your company:

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Think about the scenario above as you work through this chapter. Use it as the example when answering the Practice Lesson questions at the end of the chapter.

You have covered a lot of ground so far. You learned how to effectively communicate and build relationships with your customers. You learned special ...