Winning Over Even the Most Difficult Customers: Going Beyond “Service With a Smile”
Course Code: OVC1179R9.3
Overview:
Stressful and frustrating circumstances can turn even the best customer into a problem. Sometimes customers are simply fed up or exhausted from getting the runaround or they feel irritated and impatient after waiting on hold.
In other cases, they may issue demands that you deem unreasonable or chastise you for problems beyond
your control.
In this course, you’ll learn ways to make the best of these scenarios and more as you discover techniques for dealing with five of the most difficult types of customer situations.
You’ll go beyond “service with a smile” when you know how to:
Serenely ignore personal insults from angry customers (it’s easier than you think!)
Calm upset customers by showing them you’re their internal champion
Smoothly steer conversations back on track with the “Great-Now” technique
Correct misunderstandings by giving in and agreeing with customers (it works!)
If you want to purchase over 50 seats to this course please contact
us for special discount pricing.
