When you work with the public, you interact with all kinds of people, personalities, and temperaments—all with disparate needs and agendas. As a result, no matter what industry you are in or what kind of service you provide, you’re likely to encounter customers who are difficult to handle. It’s a fact of the workplace—one you’d best learn to deal with expertly.
That’s because, difficult or not, your customers are still your customers—and it’s your job to meet their needs. So learn from HR professional and leadership trainer Mary White how to effectively deal with difficult customers and still provide great customer service.
After all, providing effective customer service doesn’t mean giving in to any and every customer request—particularly when a demand is unreasonable. However, doing your job well does require taking steps to ensure customer needs are met. This isn’t a “the customer is always right” kind of training. Because customers are not always right. And neither are you! Everyone is wrong sometimes. So learn not to focus on right versus wrong but rather on managing, neutralizing, and even preventing tense customer interactions.
With White’s counsel, you’ll be better equipped to maintain control when faced with a difficult customer. Plus, you’ll know how to recognize when a customer situation is likely to escalate and which response skills to deploy to subdue the situation. Get better prepared to face customers with a smile—and a sound conflict-resolving strategy!
Areas Covered in the Session :
Recognize customer anger and respond appropriately
Avoid taking customer negativity personally (and remember you make mistakes, too!)
Maintain an appropriate demeanor
Set smart boundaries
Keep expectations realistic
Show empathy
Turn on your listening skills
Respond to various tension-causing interactions effectively
Structure messages for problem solving
Move past difficult customer encounters
Who Should Attend:
Customer service representatives
Sales & retail professionals
Call center associates
Front desk associates
Hospitality workers
Training managers
Talent development specialists
Business owners