Core Skills

>	Impacting the Customer Experience
>	Focusing on the Customer
>	Exploring Social Styles & Motivators
>	Enhancing Customer Courtesy Skills
>	Communicating Effectively
>	Handling Challenging Situations
>	Balancing Business & Customer Needs
>	Providing Products to Customers
>	Recognizing Value
>	You REALLY are the One at Your Company

Selling Skills for Customer Service

>	Transitioning to Sales
>	Developing a Campaign Strategy
>	Listening & Questioning
>	Positioning the Sale
>	Managing Sales Objections
>	Closing the Sale
>	Integrating the Skills
>	Improving Personal Effectiveness

Customer Service Management

>	Leadership Support

Handling Challenging Situations

Overview
If your job was easy, anyone could do it! You're constantly facing challenges — in fact, that's your JOB!

This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.

Performance Outcomes
As a result of participating in Handling Challenging Situations, you should be able to handle challenging customer interactions in a way that results in a positive customer experience. Specifically, you should be able to:

• Use a five-step process for resolving conflicts, handling challenging situations, and service recovery.
  
  
• Identify, clarify, and resolve issues.
  
  
• Effectively handle customer interactions involving call escalation and specific policies and procedures.
  
  
• Negotiate to provide a win-win customer experience.

Activities
Activities include identification of specific challenges, discussion of the Five-Step Process model for effectively handling challenging situations and resolving conflict, a round-robin real play focused on the application of the Five-Step Process, and a coached role play based on scenarios written by the participants in the areas of call escalation and policies and procedures.