Customers, Conflict and Confrontation

Customers, Conflict and Confrontation

Is there anything that can torpedo your work day more than an arrogant, obnoxious, rude customer?

YES!

Not knowing how to handle one!

It's challenging to stay service-minded when the person you are dealing with is being "difficult."

This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations.

You'll be able to identify elements of emotional response that interfere with good customer service.

Staying cool, calm, and customer-connected is a critical learning objective for this course.

Develop communication skills that defuse customer complaints.

Learn and differentiate the best methods to handle difficult customers in person and over the phone.

By the end of this highly interactive course, you'll have the strategies necessary to restore customer confidence and move beyond the thorny issue to an even stronger relationship.