Dealing with Difficult Customer Situations

Dealing with Difficult Customers will enable customer service professionals to:

• Demonstratethe calming and focusing techniques in a difficult customer situation.
• Identify at least four clues that indicate the existence of a difficult customer situation.
• Give two reasons why the use of the calming and focusing skills are important in dealing with difficult customer situations.
• Describe the focusing techniques for dealing with upset customers.

Brochure [PDF]

1 1/2 to 2 hour program