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Training Course Syllabus:


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 Customers
  • 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 license, submit request for more information.

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