This Customer Service class takes you through a step-by-step process to understand how to deal with difficult customers using the ECA Method. A step-by-step customer relationship management strategy for conflict resolution and dealing with demanding clients.

What is the Customer Service ECA Method?

It is a system that allows you to move upset or angry customers from that state of mind to a happier one. And ultimately try to convert them into brand advocates.

The ECA Method stands for:

E = Empathy: This is the first part of the system. Here is where we build rapport with the upset customer and make them feel at ease.
C = Control: In this step, we take control of the situation. Usually, the difficult customers are the ones in control, while the customer service representatives react to the situation.
A = Advocacy: Every mistake is an opportunity to create brand advocates. While I am not advocating for your company to make mistakes on purpose, you should take advantage of the situation to give those customers reasons to become brand ambassadors.

Who is this class for:

If you want to know how to deal with difficult customers, how to calm angry customers, if you want a system for conflict resolution with customers, then this class is for you.

This customer service class is for anyone who often deals with customers and wants to be ready to manage difficult situations before they present themselves.

This class is ideal for:

VPs of Customer Service.
Customer Service Representatives.
Sales professionals.
Entrepreneurs.
Coaches and Consultants.
Customer Support Representatives.
And anyone dealing with customers often.

Additional Materials / Resources:

Books:

The Customer Rules

Articles:

More Customer Service Classes:

https://www.skillshare.com/browse/customer-service

About Me::

My website: gustavoescobar.com
YouTube channel (here you will find videos related to entrepreneurship, sales, Linkedin lead generation, email mining, and more)

SEE YOU INSIDE!

RUQAIA YOUSIF ALDHUFAIRI

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