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Taking the HEAT

Interaction Management®

Taking the HEAT

Organizations need to provide superior customer service in order to build customer loyalty and stay ahead of the competition. Service providers, quite often, know how to have a friendly, positive customer interaction but lack the skills to handle an interaction that takes a turn for the worse. The potential to lose business increases when the service provider does not respond appropriately to a dissatisfied customer.

This course equips learners with an important skill set that is essential to providing high-quality customer service. These essential skills will help service providers turn dissatisfied, upset customers into satisfied, loyal ones.

Do You Face Any of These Issues?

  • Do associates lack the skills needed to respond effectively to dissatisfied customers?
  • Do your service providers miss opportunities to engage customers in a way that encourages them to talk about their issues and concerns?

Performance Objectives

Helps associates:

  • Recognize the business impact of customer retention on their organization.
  • Identify the differences between two types of customers—“walkers” and “talkers”—and explain the importance of encouraging walkers to talk about their dissatisfaction.
  • Apply a set of skills (HEAT) that will enable them to identify and respond to dissatisfied customers.
  • Use a set of best practices for taking the “heat” to turn difficult customer situations into positive interactions.

Related Courses

Talk to an Expert: Taking the HEAT
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