Beyond WOW Complaint Resolution Live Webinar Outline

Seminar dates and fee

Part I: Friday, October 8^th 1:00 – 2:30pm ET

Part II: Friday, October 15^h 1:00 – 2:30pm ET

$299  for as many people as you can gather around one Internet connection and speaker phone.

Register

We encourage you thoroughly explore the course outline and preview a module from each segment of the workshop to determine if this program is a good fit for your objectives.

Part I: The Golden Rules for Complaint Resolution

Introduction
Five inappropriate responses to complaints
10 customer expectations in problem situations
The psychology of recovery
Application exercise
Introduction to the Ten Golden Rules for Complaint Resolution

The 10 Golden Rules for Complaint Resolution Revealed
The Golden Rules application questions
The Golden Rules handout

Part II: Dealing with Difficult Customers

The psychology of anger
Optioning - a very effective, but often underused technique
Putting Optioning to work
Four tactics for handling a problem that was caused by the customer
Application exercise
Seven steps for addressing inappropriate behavior
Saying 'No' without causing resentment/Dealing with customers who only want to talk to management
Four easy things you can do to diffuse anger
Verbal Aikido/Helpful Phrases for Dealing with Unhappy Customers
Handout: Helpful phrases for dealing with unhappy customers
Start, Stop, Continue exercise
Field Trip

Part III: Win Win Negotiation

5 Barriers to Effective Negotiation
Basic Negotiation Strategies
How to respond to a negotiation ploy
Field Trip

Part IV: Email Communication Essentials
Note: Module IV is not covered in the live webcast, but the first 50 registrants will get the entire video version of this module.

Four Common Email Response Mistakes Companies Make
Eleven Quick Email Tips
Writing Email Responses That Restore Customer Confidence Part 1
Writing Email Responses That Restore Customer Confidence Part 2
Email Formatting Strategies
Email Essentials Application
Field Trip

Part V: Handling Product Liability Complaints

Four Things You Must Know About Handling Product Liability Claims 

Avoiding Damaging Admissions

Best Responses to Product Liability Complaints

Responding to Product Liability Complaints Using the 10 Golden Rules

Final application exercise

Register Now!