Handling Difficult Customers

This workshop helps participants develop skills to create positive service outcomes. Using case scenarios and group activities, they will examine high stress service situations and learn strategies to effectively deal with difficult customers.

Topics Covered:

• understanding the value of complaints
• learning how to stay calm and focused
• exploring techniques for getting the customer to the point and identifying the real problem
• recognizing the signs of an escalating situation
• managing different customer behaviors
• resolving complaints
• practicing methods for diffusing difficult situations