Handling Difficult Customer Behaviours
Dealing with difficult customers can be stressful, anxiety-ridden and can have an adverse effect your entire day, week, year! When we lack the proper tools to overcome difficult customer behavior, it can negatively impact our bottom line not to mention our professional and personal lives. In this course, you will be provided with the tools to handle difficult customer challenges with skill and ease.Learning ObjectivesUnderstand what’s causing difficult behavior and why?Identify how to speak so people will listenExplore 5 tips to effective listeningCommunicate to de-escalate highly-charged emotionsDiscover your “hot buttons”Identify and tame emotions to respond, not reactWho Should AttendThis course will be of value to individuals who deal with difficult customers.Service techniciansRetail clerks, serversReceptionistsadministrative assistantsSales persons and entrepreneurs
Single
Dealing with difficult customers can be stressful, anxiety-ridden and can have an adverse effect your entire day, week, year! When we lack the proper tools to overcome difficult customer behavior, it can negatively impact our bottom line not to mention our professional and personal lives. In this course, you will be provided with the tools to handle difficult customer challenges with skill and ease.
Learning Objectives
- Understand what’s causing difficult behavior and why?
- Identify how to speak so people will listen
- Explore 5 tips to effective listening
- Communicate to de-escalate highly-charged emotions
- Discover your “hot buttons”
- Identify and tame emotions to respond, not react
Who Should Attend
This course will be of value to individuals who deal with difficult customers.
- Service technicians
- Retail clerks, servers
- Receptionists
- administrative assistants
- Sales persons and entrepreneurs
