Topics Covered
Learn to deal with a variety of difficult customers by Phone, Email & Face to Face
Techniques to reduce customer friction
The 5 keys to dealing with difficult and abusive phone calls
Let us give your team a better understanding as why customers react the way they do
Tips for dealing with ‘serial offenders’ customers who choose to act in the same way with your team at every touch point
Learn how our own phrasing and responses may inadvertently lead to unnecessary escalations
Positive techniques to empower your staff to better handle abuse and sarcastic comments
Empowering your staff to be more confident and assertive when dealing with difficult and demanding customers
Examples of how to turn overtly negative customer interactions int a ‘win win’ outcome
Learn at what stage a matter should be escalated
Excludes dealing with customers under the influence of alcohol, other substances and mental health issues
Learn to deal with both difficult internal customers as well as external
Tailored private Zoom training for your team is also available
Who Should Attend This Course?
This interesting course is specifically designed to assist frontline customer service personnel to handle difficult and overbearing customers in a more confident and assertive manner.
The techniques we teach are aimed towards reducing not only customer friction but also reduce employee stress.
The course serves as a great confidence booster to assist your team members in a variety of sometimes difficult situations.
