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.
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.
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.
LEARNING OBJECTIVES
• Learn how to create positive customer encounters
• 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
• Discover strategies that help develop a rapport with difficult
personality types
• Practice ways to stay calm, cool and in control with difficult
customers and in difficult situations
.COMPETENCIES
• Assertiveness
• Customer Service
• Working Relationships
