Handling Difficult and Demanding Customers
- OnDemand Training Seminar
Assertiveness requires skill and tact – not
just talking over others.
Customer service is one of the most demanding
jobs on the planet. You have to be respectful, professional, and helpful, no
matter what the situation or who you’re dealing with. Sure, that’s easy when
you’re handling the dream customer — you know, someone who is polite,
reasonable, and willing to listen.
Instead, you often find yourself having to handle the opposite: customers who
are rude, confrontational, even bordering on abusive!
Nothing changes the fact that some customers offer more challenges than others.
In this on-demand series, Handling Difficult and Demanding Customers, discover
successful communication and interpersonal techniques that will help you to turn
difficult customers into satisfied ones.
I. Communication and Customer Service
- Course Clinic
- A Built-in, Shock-Proof Want Detector
- Important Information You Can Derive From Body
Language and Voice
- What They Hear That Isn't Said
II Managing Volatile Situations
- Keep From Getting Drawn Into an Argument
- What Are We Really Doing
- Two Ways to Say "No"
III. Handle Angry and Demanding Customers
- Situational Service Strategies to Handle Upset
- Optioning: An Underused Technique
- Damage Control
- Fielding Tough Questions
- Tricky Situations
- Breaking the Rules
Meet Your Trainer: Ed Knight
Ed Knight’s training goal is simple: to give you
the understanding you need to have confidence in reviewing financial statements.
Ed is an expert in making complicated financial concepts clear to non-financial
professionals. A former senior executive with Hallmark Cards, Ed is no stranger
to the high demands you face as a leader. Past participants in Ed’s training
programs agree: If you want financial skills training from someone who
understands that you’re not a financial manager but still need some financial
know-how, Ed Knight is the No. 1 trainer to turn to. He will give you the
knowledge you need to ask the right questions.
Program duration: 1.40 hrs
Trainer: Ed Knight
On-Demand Seminar Details:
- Get the same great information and
skill-building benefits you’d receive in the live seminar, delivered by one of
our top trainers, with the convenience of learning online, anytime you want.
- Each program is downloadable so you can add it
to your mobile device and learn on-the-go.
- Your online training includes a companion
workbook, post-test for each module, plus a comprehensive course exam.
- On-demand seminars are available to you within
24 hours of receiving your paid enrollment; a confirmation email will be sent
to you with your login details.
- The advertised price for this on-demand
seminar is for a single user license; If you are interested in a group
submit request for more information.