To really “wow” our customers, organizations must provide service that goes beyond the usual “customer is king” platitudes. QMR offers resources that help ensure that we treat our diverse customers with dignity and respect. This is especially true (and challenging) when working with a customer who is upset or angry. It takes skill to turn those situations around – skill that can be learned.

How do you provide great customer service when you and your customer don’t speak the same language? What misunderstandings can be avoided by properly evaluating your customer’s needs and responding accordingly? In The 5 Values of GREAT Customer Service QMR offers an in-depth training resource for organizations that serve diverse populations. For more information about this program, click here.

No matter how professional your organization is, at times you will be confronted by a customer who is upset or angry. How can you diffuse that anger and turn the situation around? In QMR’s program Diffusing Hostility through Customer Service we look at a series of dramatizations showing escalating situations of conflict with a customer. What language should we use to indicate we hear the complaint and truly care? At what point do we need to step away from the situation and bring in support? For more information about this program, click here.