Difficult Customer Skills: The No-Panic Approach

It is often said that customer service is a thankless job. It requires dealing with a variety of human beings in a variety of moods, some not so nice. In this program, Judi Clements shows you how to deal with those difficult customer service interactions that might make you want to tear your hair out. You will learn that the secret to keeping your customer calm is staying calm yourself. Gaining control of the situation requires expert communication skills, whether, oral or written.

As long as you have customers, you'll have complaints; unless you're an undertaker.

Judi shows you which words can work and which words can fuel the fires of the irate customer. You will learn how to eliminate negative language and substitute positive language even when you can’t deliver exactly what the customer is demanding. You will have the opportunity to learn & practice techniques to handle several types of difficult customer behaviors including: impatience, unrealistic demands, & anger. This is the best way to turn a disgruntled customer into a life-long happy customer.

Available as a 2-3 hour Workshop

You'll learn:

  • What are the common causes for customer dissatisfaction
  • What are some of the best ways to manage difficult customer service problems
  • How can you resist reacting to or demonstrating negative behavior
  • Build rapport with demanding customers.
  • How can you calm the customer, as well, as yourself
  • What can you learn from an unsuccessful customer service interaction
  • What are the best and worst word choices to use with challenging customers
  • How can a healthy sense of humor help you do your job better
  • How can you decrease service-delivery stress. anger, and burnout
  • How can you turn customer complaints into customer compliments