This program recognizes the various ingredients that contribute to “difficult customer” situations. Problems and challenges commonly experienced are examined, as well as methods dealing with them. Difficult Customers and How to Deal with Them helps create a consistent service standard and provides employees with tools and techniques to help build customer loyalty.

Program at a Glance

Part 1: Dealing with Difficult Customers

• Understanding the customer’s point of view
  
• What makes a difficult customer?
  
• How to view a customer complaint?
  
• Methods customers use to complain
  
• Identifying reasons why customers do not voice concerns

Part 2: The Challenges

• Identifying the characteristics of the three types of difficult customers: Passive, Constructive, and Aggressive

Part 3: The 5-Step Customer Communication Method

• Effective methods for dealing with difficult customers using communications skills
  
• Identifying the benefits of consistent service recovery to the client, to the organization, and to the employee

Who Should Attend

• Front line employees
  
• Supervisors
  
• Managers

Session Details

• Half (1/2) day session (3.5 hours)
  
• Between 10-25 participants
  
• Interactive format
  
• Take-away resource guide
  
• Certificate of Recognition upon completion

Contact us to book your session!