Course Overview
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 course participants will
learn stress management skills, how to build rapport, and recognizing
certain body language.
By utilizing our Handling a Difficult Customer course participants
will see an increase in customer service, productivity, and a decrease
in unhappy customers. Participants will be provided a strong skill set
including in-person and over the phone techniques, addressing
complaints, and generating return business.
Research has consistently demonstrated that when clear goals are
associated with learning, it occurs more easily and rapidly. With that
in mind, let’s review our goals for today.
At the end of this workshop, participants should be able to:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances
