When a customer is upset with your company, you have an opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. That's a lot. But anyone can learn the skills that are necessary. There is no single technique for every customer, but the collection of skills outlined here will work in any industry.
The coordinating assessment must be purchased separately and, once passed, is approved for 2 IAAP CAP recertification points.