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Length: 21:00 min.
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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.
Are your employees positive and helpful when dealing with the most common—yet challenging—customer service situations?
How an employee can have 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
| Key Learning Points: |
| • | Understand the number one thing that matters to customers is how they're 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. |
 
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| Program Content |
| DVD, Facilitator Guide, Reproducible Participant Materials, and Reproducible Self-Study Workbook |
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