Difficult Customer Situations

Difficult customer situations can arise unexpectedly, leaving employees flustered and the customer dissatisfied. This training equips learners to handle upset or irate customers calmly and professionally. Participants will learn a four-step model for defusing tense encounters and calming agitated individuals.

They'll explore strategies for working with various types of difficult customers, from the explosive to the obsessive. Additionally, the training covers techniques for delivering bad news diplomatically while maintaining rapport and trust. With these skills, representatives can transform problematic interactions into opportunities for outstanding service.
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Learning Objectives