McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line employees – in any business – need to learn how to handle customer complaints.
In our experience, even the best customer service employees need training in:
* handling and diffusing angry, upset and irate customers;
* recognizing and capturing cross-selling opportunities; and
* using the power of attitude to help resolve challenging situations.
ServiceSkills.com customer service e-learning modules cover these and hundreds more skills related to customer retention and loyalty, employee relations, team building, conflict resolution, and leadership topics.