Course description
Handling Difficult & Demanding Customers
When the difficult or demanding customer is IN CONTROL, we are OUT OF CONTROL. Learn to manage the situation.
One of the biggest stresses of working in customer service is having to deal with difficult and demanding customers. The Handling Difficult & Demanding Customers course is designed to teach customer service representatives how to engage with customers who are challenging to handle due to anger or other emotions. This course will provide participants with information on how to defuse and tactfully handle the most difficult customers. Participants will also learn how to:
- Resolve complaints faster and increase customer loyalty
- Transform customer conflict into cooperation
- Anticipate the needs and expectations of upset and emotional customers
- Respond to unreasonable emotions and demands and calm them down
- Deliver bad news without upsetting the customer
During this course participants will be given the opportunity to establish a communication style that will reduce customer misperceptions, as well as develop stress and pressure coping strategies that will keep them from blowing their cool when handling difficult and demanding customers.
Upcoming start dates
Who should attend?
This course is suitable for customer service managers, supervisors and employees.
Training content
This course will cover the following topics:
- Meeting customer expectations
- Assertive customer service & communication techniques
- Handling the angry and difficult customers
- Defusing emotional situations
- Improved interpersonal skills
Costs
Proven Training Solutions can provide a quote for this training for your company, please Request Information to find out more.
Why choose Proven Training Solutions?
30+ Years Experience Delivering Customized On-Site & Virtual Training
National Leader in Sensitivity & Harassment-Prevention Training
Experts in Internal Customer Service
Contact this provider
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