Dealing with Difficult Customers
(ZMNG-037)
The Center for Business and Technology (CBT) is very pleased to join with the Employers Association of the NorthEast (EANE) to offer this workshop designed for both large and small companies. EANE members should inquire about special discounts.
Target Audience
All customer service professionals that want to understand and expand their abilities and knowledge for dealing with difficult customers and difficult situations with customers.
Course Description
Unhappy customers in life are inevitable! Dissatisfied customers can have a devastating effect. Increase your customer retention and loyalty by meeting difficult situations and customers’ needs in a knowledgeable, caring, professional manner. Attend this workshop and examine the many types and faces of difficult customers and difficult situations. Through behavior style, self- assessment, interactive discussions, use of real-life skill situations, you will be able to understand and manage difficult customers and situations more effectively.
Learning Objectives
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Learn how to create positive customer encounters
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Learn how to pro-actively reduce the number of difficult situations by recognizing and
understanding what causes customer concerns -
Explore the reasons customer interactions turn difficult
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Discover strategies that help develop a rapport with difficult personality types
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Practice ways to stay calm, cool and in control with difficult customers and in difficult situations
Competencies
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Assertiveness
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Customer Service
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Working Relationships
