How to Handle Difficult Customers

How to Handle Difficult Customers

Dealing with customers and handling their complaints is stressful — and risky — business!

When customers are confrontational, over demanding, or unreasonable, it becomes harder than ever to deliver helpful, courteous service. But when customers are met with a take-charge attitude and a positive outlook, they immediately feel good about doing business with your organization.

Program Overview:

Communication skills that get to the heart of the matter

  • Learn a 5-step approach to gaining customer confidence, taking control of the situation, and moving on to constructive solutions
  • Use words and phrases that work wonders to repair broken or damaged customer relations

Ways to stay calm, cool, and in control

Make an encounter with any tough customer an “inner game” that’s challenging, fun, and productive

  • Learn strategies that help you stay calm and in control when customers are rude or condescending
  • Find out how to get difficult interactions back on track — and end each one on a positive note

How to deliver more than your customer expects

  • Learn how to deliver bad news to irritated customers, and still win them over in the end
  • Turn your most difficult customer into your organization’s biggest advocate

CEUs — 1.5

Presented by:

Hope Stevenson
Dave Pomeroy Signature Training
Chandler, AZ

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Date/Time
Date(s) - Friday, 03/15/2013
1:00 pm - 2:30 pm

Location
Room N310EF

Category(ies)

  • Elective

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