National Seminars Group
National Seminars Group presents

Handling Difficult and Demanding Customers: A Communication Course On-Site Training

This on-site training class is also available as Public Schedule Seminar.

Learn how to effectively respond to all types of difficult customers through proactive service techniques

Course Description/Agenda

Learn how to effectively respond to all types of difficult customers through proactive service techniques.

How You Will Benefit ...

  • Keep angry customers from taking their frustrations out on you
  • Bring out the best in people who are genuinely upset
  • Become known as a problem-solver
  • Transform conflict into cooperation
  • Feel less stress on the job
  • Resolve complaints faster
  • Build up repeat business by satisfying more customers

What You Will Cover ...

  • It costs five times as much to get a customer as it does to keep one. Here you'll learn the key to maintaining good relationships with even your most difficult customers.
  • Recognizing and changing customer behavior patterns
  • Specific phrases you can say to calm different types of people
  • Why a strategy that works on one difficult person may be disastrous in another

    Become A Proactive Service Provider

  • Customers spend up to 10 percent more for the same product if they receive better service. At this course, you'll discover how to prevent problems before they start.
  • Listening techniques you should use before choosing a communication style
  • Important information you can derive from body language and voice
  • Situational service strategies you can use to more efficiently handle upset customers
  • 2 ways to say "no" - are you choosing the most effective one?

    Advance Your Communication Skills

  • Studies show that 98 percent of customer interactions go more quickly when service providers establish rapport. You'll learn how to meet the challenges of communicating with difficult customers during this session.
  • Does the customer focus on the people or the problem? What this should tell you about how to proceed
  • The most effective way to respond to unreasonable demands
  • Making the customer feel valued from the start

    Confidently Defuse The Situation

  • Angry customers tell up to 20 other people when they are unhappy about the service they receive. This is your chance to learn how to turn around difficult customer behavior.
  • The 3 most difficult types of customers and how to handle each one
  • Cutting through the emotion to get the facts you need to solve problems
  • From simply irate to abusive - how to get through to angry customers

    Expertly Resolve Complaints

  • Impress customers with good service and they'll share their experiences with 9 to 12 people. Here, you'll learn to build loyalty and change difficult behavior by exceeding expectations.
  • Optioning - a very effective, but often underused, technique
  • Dealing with customers who only want to talk to "management"
  • Tactfully handling a situation when the customer caused the problem: How to keep from getting drawn into an argument

Who Should Attend ...

For anyone in a customer contact position who wants to handle difficult people better, resolve complaints faster and cope with job stress and frustration.


Your Satisfaction Is GUARANTEED!

At Padgett-Thompson, our #1 goal is to give you the tools you need to succeed. That's why every seminar, conference and training resource we offer is 100% guaranteed. Every time.


More Seminar Information

National Seminars Group
National Seminars Group

Delivery Method

On-Site Training On-Site Training

Also Available As

Seminar Seminar

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On-Site Training
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