Course Description
A ROLL-UP-YOUR-SLEEVES
WORKSHOP FOR EFFECTIVELY DEALING WITH DEMANDING, ANGRY & DOWNRIGHT RUDE
CUSTOMERS.
We all get them. This fact cannot be changed or controlled but what can be
is how we react to and manage these customers.
Managing difficult clients all depends on being able to recognize and
respond appropriately to different behavior patterns and situations. Attend
this information filled workshop and you will learn advanced
strategies that are proven to work on difficult, angry and rude customers.
What we will cover:
|
= |
Recognizing customer behavior
patterns
|
|
= |
Does the customer focus on the
people or the problem? - how to proceed
|
|
= |
The different types of
difficult customers and how to handle each one
|
|
= |
Using the “option “ technique
as an effective tool
|
|
= |
Specific phrases you can say
to calm different types of people
|
|
= |
Situational strategies you can
use to more efficiently handle upset customers
|
|
= |
Responding effectively to
unreasonable demands
|
|
= |
Cutting through the emotion to
get the facts you need to solve problems
|
|
= |
Dealing with customers who
only want to talk to management
|
| = |
How to keep from getting drawn into an argument
|
