Calming Upset Customers
How to stay effective during unpleasant situations
A motivating, interactive workshop
with Rebecca Morgan CSP, CMC
Oprah guest, best-selling author and workforce effectiveness expert
How do you make your upset customers happy? What can you do to ensure upset customers will return, will be satisfied, and will refer others to you? It's the little things that pay off big.
In this interactive workshop, Rebecca will show you what upset customers want, how to calm them, how to listen to them and empathise with them, and how to retain their business. You will learn how to turn upset customers into satisfied, loyal customers. You will find out which words can be 'fight starters' and 'communication beginners'. Rebecca will show you just why customer satisfaction is so important, and the various things you can do to keep your customers happy. After one day with Rebecca you will have more confidence, your service standards will be enhanced, and your customers will be happier.
Upset customers are a part of every organisation. If they are responded to promptly and professionally they will become some of your most loyal customers.
Rebecca's simple yet sophisticated techniques have helped thousands of people, and they can work for you.
- Respond pleasantly to customer complaints.
- Empathise with the customer.
- Learn how to reduce the chances that a customer will get upset.
- Know how turn an upset customer into a satisfied, loyal customer.
- Understand which words are "fight starters" and "communication beginners".
- Know how to listen more effectively during tense situations.
- Be able to compose yourself after the altercation, in order to professionally assist the next customer.
- Know how to defuse customer anger.
- Practise calming behaviours.
- Understand the importance of enhancing your service standards.
- You'll assess your calming skills and attitudes.
Understand what behaviours and attitudes are key to calming upset customers. - You'll learn why it's critical to calm upset customers.
Unsatisfied customers create tension, stress and a bad reputation for your organisation. You actually want your customers to complain. Understand how to turn a complaint into a learning opportunity. - You'll understand why customers become upset and how to be proactive to head off any annoyance.
Often customers become upset at things that could be avoided. Learn how to look for possible irritants you can eliminate. - You'll understand what upset customers want.
Sometimes what we think customers want is different than what they really want. Learn how what your customers want from you when there is a problem. - You'll be able to listen effectively to customers' needs and complaints.
By listening completely, the upset customer's needs or problems can be solved more fully and quickly. - You'll know how to prevent customers from becoming upset.
Your personal presentation, body language and words make a significant difference as to whether a customer will be happy - or upset. - You'll know how to calm the upset customer.
If upset customers are responded to promptly and professionally they will become some of your most loyal supporters. Learn how to create agreeable, win/win solutions. - You'll be more confident in dealing with upset customers.
Customers can tell if you can take care of their issue or not. If you project confidence, they will remain calm, but if you seem unsure, they'll escalate their problem to your manager. Learn how to take care of 95% of the customers' concerns yourself. - You'll learn some useful phrases to use in dealing with customers.
What you say and how you say it can make a big difference. You'll learn the right words to use, and those not to use. - You'll discover some valuable tools to enhance your service standards.
Rebecca's simple yet sophisticated techiques have worked for thousands of people. With your new confidence and commitment, your customers will be much happier, and so will you!
Rebecca's Proven Workshop Outline
Assess yourself
- Assess your calming skills and attitudes
- Understand the difference between "difficult" and "upset"
Why is it important to calm upset customers?
- Upset customers don't return
- Word of mouth spreads quickly
- Complaining customers who are satisfied will buy again
Why do customers get upset?
- A customer could be upset because of many things
- What are avoidable upsets?
- How can you be proactive to head off annoyances?
What can you do to prevent their upset?
- Your personal presentation (grooming, dress) sets the tone
- What do upset customers want?
- Being aware of negative listening habits and learning positive ones
- Defusing defensiveness
Once they're upset, how to calm them
- What do upset customers want?
- More words to watch
After the customer is gone
- Reviewing the situation
- Don't take it personally
- Moving onwards and upwards
| Date | Please call/e-mail for details |
| Time | 9am to 5pm |
| Venue | Holiday Inn Parkview, Singapore |
| Fee | S$465 |
| (including refreshment breaks, buffet lunch and comprehensive workbook) |
Having sold over 250,000 copies, this business best seller has been featured in USA Today, Oprah Winfrey, Home Office Computing, and National Public Radio.
About Rebecca Morgan
www.rebeccamorgan.comWhen Rebecca Morgan talks, even Oprah listens! As a best-selling author, Rebecca appeared on The Oprah Show. She's been featured as a workforce effectiveness expert in other national media, including 60 Minutes, USA Today and National Public Radio.
Rebecca is the founder of Morgan Seminar Group in San José, California. Since 1980, she has travelled internationally to work with some of the world's best organisations. These include: Stanford University, Macy's, Apple, Hewlett-Packard, Royal Cruise Lines, and even the Internal Revenue Service. She was recently retained as the workplace effectiveness spokesperson for a division of Microsoft.
Rebecca has authored 4 popular books, TurboTime: Maximizing Your Results Through Technology, Life's Lessons: Insights and Information for a Richer Life, and the 2 best sellers, Professional Selling, and Calming Upset Customers. She's also co-authored several others. Her books have been published in 9 languages.
Rebecca serves on the National Speakers Association's Board of Directors. She is only the 15th person in the world to earn both the designations of Certified Speaking Professional, as well as Certified Management Consultant. These are the highest earned designations conferred by the respective professional associations.
She's the founder of Books For Treats. This non-profit organisation encourages you to give gently-read children's books at Halloween instead of candy. Their motto is "Give kids brain candy. Feed their minds, not their cavities!"
“I want to thank you for the truly outstanding seminars you have conducted for us throughout the United States. Participants in your programs have consistently given you the highest ratings. Your enthusiastic style and substantive content have made your program one of the most popular ever offered to our members.”
Executive Vice President,
National Moving and Storage Association
“Thank you for your enthusiastic and informative presentation. I have received consistently positive feedback from the managers. They report that the ideas which you presented are applicable to their jobs. Additionally, they are implementing many of the techniques they learned.”
First Vice President,
Security Pacific National Bank
| Hotline | +65 6838 1069 |
| info@shirleytaylortraining.com |