Dealing With Today’s Difficult Customers On-Site Training

This LIVE, virtual training provides the tools that customer service professionals need to confidently handle today's challenging customers.

Course Description/Agenda

Difficult behavior from customers is at an all-time high. Since the pandemic, intensified emotions and a sense of uncertainty have raised customer expectations to new levels when it comes to conducting business online and communicating with company representatives, no matter what time of day.

Customers want to feel heard and cared about as people. If your company doesn’t go the extra mile to engage with them on a basic, human level, customers will complain or go elsewhere. They will also broadcast their dissatisfaction and departure to the world.

This LIVE, virtual training provides the tools that customer service professionals need to confidently handle today’s challenging customers. With empathy, updated communication strategies and a service-first approach, they’ll learn how to exceed customer expectations and win over even the most difficult customers every time.

WHAT YOU WILL LEARN

Master techniques to win over dissatisfied customers
Identify what emotional triggers to avoid
Understand how to apply a service-first approach
Practice turning negatives into customer-centric language
Learn simple strategies for improving customer service

WORKSHOP AGENDA

Program time: 3 hours

Session 1: Master Service Basics to Win Over Difficult Customers

Understand how and why customer expectations have shifted
Describe the elements of good customer service
Discuss what attracts customers and what drives them away
Identify customers’ emotional triggers and know how to avoid them
Recognize the communication skills it takes to win and keep customers

Session 2: Handle Difficult Customers With Confidence

Know how to interact effectively with challenging personalities
Describe the importance of adopting a service-first approach
Identify strategies for winning over dissatisfied customers
Learn techniques for staying calm when customers push your buttons
Explain why it’s important to get to the root of a difficult customer’s behavior

Session 3: Exceed Customer Expectations

Assess your service from every vantage point to enhance customer experience
Explain how to improve automated systems so customers can get what they need 24/7
Identify ways to solicit customer feedback as a means of improving service
Learn listening strategies and how to pay attention to customers online and off
Recognize ways to bring out your personal best

More Seminar Information