Training Catalog » Dealing With Difficult Customers
Instructor: Joe Ryan / Cori Ashworth
Fee: $105.00
Dissatisfied customers can have a devasting effect on your business. Increase your customer retention and loyalty by meeting difficult situations and customers' needs in a knowledgeable, caring, professional manner. Attend this program and examine the many types and faces of difficult customer interchange. Through behavior style self-assessment, interactive discussions and use of real-life situations, you will be able to understand and manage difficult customers and situations more effectively. Target Audience Competencies
All customer service professionals who want to understand and expand their abilities and knowledge for dealing with difficult customers and difficult situations with customers.
• Assertiveness
• Customer Service
• Working Relationships
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
| Date: | Time: | Code: | Location: |
| 2012-03-27 | 8:30am - 12:00pm | DDC032712C | Meriden, CT |
| 2012-06-15 | 8:30am - 12:00pm | DDC061512W | Worcester, MA |
| 2012-10-09 | 8:30am - 12:00pm | DDC100912H | Holyoke, MA |