Dealing with Difficult Customers

Staying effective during unpleasant situations is the hallmark of the most successful customer service people. The main objectives of this course are to explain the psychology that governs upset customer behavior, suggest steps to take after the customer is gone, present strategies for successful customer encounters, and advise customer service people about their actions and attitudes.

Attendees will learn: why it’s important to calm upset customers; why we sometimes want customers to complain; things we can learn from upset customers; why customers become upset (not the obvious); what we can do to avoid customers getting upset; how the words we use make a difference; what the upset customer wants; how to diffuse defensiveness; and what to do after the encounter is over.