Managing Difficult Customers
Themes: Communication Techniques; Customer Service; Perfomance Management; Motivation & Leadership
"It's almost unavoidable. Sooner or later most of us will have to deal with a customer who is angry or upset". We all have our natural reactions to this kind of situation. We may become defensive, rude, argumentative or refuse to help this person - which will only serve to aggravate the issue.
The emphasis of the Managing Difficult Customers session is prevention and de-escalation of situations that present interaction challenges, with the overall view of providing high-quality customer service.
Who should attend:
- Supervisors, Managers, Sales Reps, Front Line Staff
- Business owners
- Custom designed version for municipalities