CustomersFirst Academy

Aknowledging Your Customers' Feelings

Using "I" vs. "We"

Replacing Trigger Words

Quiz

Showing Willingness to Help

Refocusing Attention on the Solution

Ensuring Customer Satisfaction

Quiz

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Assessing the Situation

Investigating Customer Complaints

Identifying Customer Needs

Demonstrating Empathy

Listening Before Diagnosing

Quiz

Asking the Right Type of Questions

Preventing Negative Emotions

Empowering the Customer

Following up with Customers

Offering Solutions

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Using Partnership Language

Restoring the Customer's Confidence

Strategies for Written Communication

Getting Past Resistance

Understanding Customer Motivations

Tactful Ways to Deliver Bad News

Following up to Thank the Customer

When and How to Escalate Complaints

Best Practices for Escalating Complaints

Setting Appropriate Boundaries

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Learning from Challenges

Embracing Mistakes

Finding Opportunities to Improve

Preserving the Relationship

Turning Upset Customers Into Fans

Approaching Every Problem as an Opportunity

Using Websites to Collect Feedback

Using Emails for Customer Feedback

Using Social Media, Chat, and Apps for Feedback

Analyzing Results

Addressing Common Complaints (Part 1)

Addressing Common Complaints (Part 2)

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