Dealing with Difficult & Angry Customers
Training Resources
How to Deal With Difficult Customers and Make Them Happy!
Program Description
Customers are becoming more demanding and in some cases more
difficult to deal with. Complaints are an opportunity to improve
existing service and begin delivering quality service. Identifies basic
problem solving skills, complex problem and irate customer handling
skills.
These resources will provide you with techniques for
dealing with difficult customer situations. Your role as a customer
service professional offers many rewards and satisfactions. But there are
many frustrations inherent in the job. During this training, you will
learn general guidelines for dealing with difficult customer situations,
two techniques for dealing with customers in such situations: calming and
focusing, and then practicing what you have learned.
It is an interactive, online course lasting 45 minutes.
Dealing with Difficult
Customers will enable customer service professionals to:
Demonstrate the 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.
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