Glad I Could Help

Michael Ferraro
This program is presented in a half-day format. Contact Us

This program illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face. In each situation, employees will learn that by responding with a "glad I could help" attitude, customers will feel positive about the employee, the organization, and the way they have been treated - ultimately creating long-term customer loyalty.

Key Learning Points:

Using small group interaction, shared personal experiences, individual and group exercises, and facilitator-led discussion, learners move through ten high-involvement areas important to developing critical life skills:

  • Understand the number one thing that matters to customers is how they're treated
  • Keep your focus on what you can do to solve a customer's problem
  • Exhibit a "glad I could help" attitude when dealing with customers
  • Make sure the customer is left with a positive, memorable impression

This program will show employees how they can have the "glad I could help" attitude:

  • Thank the customer and empathize
  • Acknowledge emotions
  • Ask for permission
  • Reassure you can help
  • Offer to go the extra step
  • Gently confront

Your employees will be shown how to handle these situations:

  • The phone rings when dealing with a face-to-face customer
  • An irate customer who has just gone through an automated phone system
  • A customer whose delivery expectations have not been met
  • An internal customer who has been promised service, but has not received it
  • An upset customer who has been transferred several times
  • Being interrupted by a customer who needs help
  • Making an exception to a policy to help a customer
  • An angry customer who has an unexpected high bill and damaged goods

Each employee will receive a participant's binder, which will include discussion questions and activities.

Through our team approach to learning, the customization we provide for the individual exercises and small group activities, we provide a fun, motivating approach for your employees.