This course will equip participants with the right attitude and strategies to handle customers who are not pleased with the organization so they can more confidently represent the business favorably and themselves professionally. COURSE GOALS Comprehend the value of complaining customers and leveraging the opportunity to improve the organization. Be exposed to a variety of strategies and practice selecting the best technique for controlling an upset customer situation. Practice the 5 Step Recovery Process in various customer scenarios. Review techniques and practice framing a conversation or email that will resolve a heated exchanged between a customer service employee and client.