Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language.
By utilizing our Handling a Difficult Customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.
Course Details
This course includes 10 modules: The Right Attitude Starts with You; Internal Stress Management; External Stress Management; Transactional Analysis; Why are Some Customers Difficult?; Dealing with the Customer Over the Phone; Dealing with the Customer In Person; Sensitivity in Dealing with Customers; Scenarios of Dealing with a Difficult Customer; Following up With a Customer Once You Have Addressed Their Complaint
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