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Resolving issues and building lasting customer trust
課程介紹
By the end of the lesson, the student will be able to:
- Understand common customer concerns and why they arise.
- Use polite, professional language to respond to complaints effectively.
- Apply strategies to resolve issues while maintaining customer satisfaction.
- Build trust through empathy, active listening, and clear communication.
- Practise a role-play that mimics real-life customer service scenarios.
What the Student will learn
- Key phrases and expressions to acknowledge, calm, and reassure angry customers.
- How to stay composed, professional, and solution-oriented under pressure.
- The difference between reacting and responding in emotionally charged situations.
- Strategies to turn negative encounters into opportunities to build customer loyalty.
- The student can engage in various roleplay scenarios or select situations of their own choice.
Expect real-time and post-lesson feedback, plus a short assignment to help you practise ( optional).
Ready to turn tough customers into happy ones? Start your training today!
Ready to turn tough customers into happy ones? Start your training today!
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