Mad About Customer Service

True professionals turn things around when they’re going off the rails.

Sharyn, Rick and baby Toby have flown half way across the country to attend a wedding the following day. Sharyn is the bridesmaid. When they arrive at the luggage carousel we have a tired baby, exhausted parents and the day is not over – so imagine their annoyance when their bags don’t arrive – no favourite toy for Toby, no bridesmaid’s dress.

Michelle is the customer service representative who has the task of managing the problem – a tough job. Michelle wants to do the right thing. She’s enthusiastic and committed to her job. However, when Michelle’s good intentions are misinterpreted, the situation escalates from bad to worse – everything from threats to bad language.

As Michelle masters some very valuable skills, she discovers that “how” she handles the situation is just as important as whether she actually solves their problem.

Come with us on Michelle’s journey of self-discovery and skill building so that you and your company can smooth the way through any difficult situations and maintain the loyalty and trust of your customers.

Learning Points:

• Why Process is more important than the outcome

• The Flag, Purpose and Permission technique

• The world famous Pumpkin Method for handling the abusive language

• How to take responsibility and go the extra mile