Evans Consulting Group, marketing and call center consultants

	EVANS CONSULTING

	• Marketing

	• Planning

	• Implementation

	• About Us

	TELEPHONE DOCTOR® ATLANTA

	• Instructor Led Workshops

	• Open to the Public Workshop

	• Complete DVD Training Library

	• e-Learning Series

	• Discussion Catalyst® Series

	• Business Animations

	• Call Quality Evaluations

	CUSTOMER SERVICE 101

	• Mystery Shopping

	• Benchmarking

	• Customer Satisfaction Audits

	• Remote Monitoring

	• Call/Contact Center

»»	• Cust. Service Certification

	• Call Quality Evaluations

Houndsville Business Animations

FIVE-MODULE CERTIFICATION SERIES FOR CUSTOMER SERVICE SPECIALISTS

MODULE #4

HANDLING IRATE CUSTOMERS - DEFUSING ANGER

This module demonstrates the skills and techniques required to defuse the customers’ anger – and troubleshoot to find the root cause of the problem. Your representatives will learn how to control and manage the difficult situation without becoming involved in the emotions – offering successful closure for the customer.

Discussion Points:

Demonstrate the specific skills required to defuse anger.
Understanding the importance of customers "feelings".
The importance of providing options to the situation.
Don't pass the buck - Take responsibility for the situation.
How to optimize the opportunity - offering someone a positive experience for the customer.

To learn more about our Customer Service Certification, please call us at (770) 772-7377 or email us. You'll be glad you did!

FREE PREVIEW

Request a Free Preview by simply filling out our short request form. (just click above)

SPECIALIZED
CONSULTING

"Evans Consulting Group specializes in two business disciplines. We are a customer service consulting firm and we also specialize in marketing strategy and planning services. We help companies improve customer relations and improve bottom line performance by designing and implementing call centers that are more responsive and less costly. Evans Consulting Group also can help you design and implement more effective marketing strategies, that will build your market share, and increase long-term profits.

- Evans Consulting Group