Dealing with Those Difficult Customers!
There’s no tougher business situation than dealing with an angry customer, How do you handle those tough situations with an angry customer, either in person or on the phone? And maybe they happen to be an “internal” customer, right within your organization? Angry customers want to be heard and feel valued — but how do you handle this and remain positive? In this workshop, you’ll gain hand-on expertise on learning how to diffuse those “difficult” people and their behaviors with actual problem-solving examples.
Objectives:
- How to interact with difficult internal and external customers
- Identify the dynamics of difficult situations and people
- Understanding customer needs and how to define them
- Discover effective communication strategies to use in stressful situations
- How to handle complainers and negativity
- Involve people in the problem solving process
- Use of probing techniques in order to get people to open up and communicate with you
- Maintain your positive attitude in difficult situations
- Develop a personal action plan that exhibits a “glad I could help” attitude when dealing with difficult customers
- Ensure the customer is left with a positive impression
