ECA Empathy Control Advocacy Approach For Dealing With Difficult Customers Edu Ppt

Slide 1

The purpose of this slide is to showcase the ECA framework to deal with difficult customers. The major components of the model are empathy, control, and advocacy.

Slide 2

The purpose of this slide is to showcase the exercise for dealing with difficult customers with empathy.

Instructor's Notes:

The key objectives of the exercise are as follows:

·      Analyze why difficult situations were developed

·      To see what others have experienced and learn from their situations as well

Exercise is conducted to make the session more interactive. There are no right or wrong answers.

Slide 3

This slide highlights the checklist that agents can use to deal with difficult customers empathically.

Slide 4

The purpose of this slide is to showcase the exercise to take control of a difficult situation to handle difficult customers.

Instructor's Notes:

Each person's answer will be unique. There are no correct or incorrect solutions in this exercise.

Slide 5

The slide contains a checklist to guide service agents on how to take control of the situation and deal with difficult customers.

Slide 6

This slide showcases the question for training session attendees when they turned a challenging customer into brand advocate.

Instructor's Notes:

Each person's answer will be unique. There are no correct or incorrect solutions in this exercise.

Slide 7

This slide provides information regarding the checklist to convert angry customers into brand advocates.