|
Entelechy uses a proven process to tailor performance
solutions to meet each client's unique needs.
Our High Performance Customer Service (HPCS) modules are very flexible and
can be customized, organized and delivered to achieve the desired results in your organization.
Contact us to discuss your customer service performance requirements.
Handling Challenging Situations
Overview
If your job was easy, anyone could do it! You’re constantly facing challenges — in fact, that’s your JOB!
This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.
Performance Outcomes
As a result of participating in Handling Challenging Situations, you should be able to handle challenging customer interactions in a way that results in a positive customer experience. Specifically, you should be able to:
- Use a five-step process for resolving conflicts, handling challenging situations, and service recovery.
- Identify, clarify, and resolve issues.
- Effectively handle customer interactions involving call escalation and specific policies and procedures.
- Negotiate to provide a win-win customer experience.
Activities
Activities include identification of specific challenges, discussion of the Five-Step Process model for effectively handling challenging situations and resolving conflict, a round-robin real play focused on the application of the Five-Step Process, and a coached role play based on scenarios written by the participants in the areas of call escalation and policies and procedures.
|
