Overcoming Challenging Service Situations

Overcoming Challenging Service Situations

Your customers face is more contorted than anything you've ever seen on the X-files...eyes bulging, fists clenched, and a scowl that makes Scrooge look like a nice guy.

It's tempting to cut and run, but coping with even the most challenging situations is part of customer service.

This course is designed to give you the means to hang in there when the going gets especially tough.

Recognition of the warning signals is an important first step.

Then you'll practice strategies that de-escalate confrontational clients.

Admitting mistakes is an easy concept, but for most people, it's not so easy to do.

This training adds just enough sugar to make the medicine go down, helps us let go of our egos or our fear of being wrong, and accept responsibility for errors.

Though it's not appropriate to tell a customer to "chill out", there are some easy to use tactics to cool down the angry client.

You'll explore the steps to guiding customers toward a solution to a problem or issue.

Finally, tackle the exercise that tests your tolerance, and take a preemptive strike at conflict by learning to plan for challenging situations before they ever occur.