Exceptional Customer Care


Customers place calls to Customer Care Departments because they need help. Often, something has gone wrong and customers are frustrated before they even connect with a customer care representative. Calls can be emotionally charged and poised for conflict. This Exceptional Customer Care QuickSkills™ program includes five courses and will provide customer care representatives with the discipline, process, skill, and attitude to effectively and efficiently take control of every facet of a call, from the opening through objections through the action step, so you can increase customer satisfaction and loyalty.


Courses Include:

    •  Opening
    •  Need Dialogue
    •  Resolving Objections & Complaints
    •  Solutions/Options Dialogue
    •  Closing
    •  Enrichment: Irate Customers
    •  Enrichment: Telephone Effectiveness