Another training that I attended was this MLA sponsored one. Most of this training was a refresher of concepts and personality types that were explained in more detail in other trainings that I have taken. A few things that stood out:
Avoid no - tell the customer what you can do
Apologize for the situation that the customer finds themselves in not for policies
Think about what expectations are we promoting - unreasonable customer expectations?
Perception - customer's perception can change what the situation truly is
LEAP
Listen - ask questions to make sure you understand the problem -use eye contact, rephrasing, nodding, etc
Empathize - put yourself in the customer's shoes
Acknowledge - recognize the customer's feelings and that there is a problem; apologize for frustration, the situation, etc
Resolve - work with the customer to find a resolution - offer solutions and choices (here's what we can do, let's try...); engage them in solving the problem
When to walk away or get a supervisor - abusive language
Raised voice = you talk softer
Avoid - "Our policy..." or "You have to..."
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