This course is about finding the positive potential in negative customer experiences. By dealing compassionately with frustrated or angry customers and taking action to fix their problems, you can restore their trust and confidence. You can even create a relationship that is stronger thank it was before.

The purpose of this module is to develop skills that will help you serve customers who are concerned, angry, or upset after a service breakdown

This course will allow participants to discover the following topics:

• 4 guidelines for healing customer relationships
• Staying unhooked from negative feelings
• Choosing productive responses
• Techniques for defusing negative emotions
• Ways to regain customer trust and confidence
• Action planning

 Competencies: Core - Building Equitable Relationships, Commitment to Quality, Service Focus, University Community