Dealing with Difficult Customers

1 Full Day

Often, customer service representatives find themselves out on the “firing line.” They are required to deal with the stresses—both great and small—of angry, frustrated customers. This training is designed to help employees deal more capably with these hostile and challenging situations.

Course Objectives:

• Learn the behaviors and characteristics that are characteristic of difficult customers
• Identify the three levels of a difficult customer
• Understand the skills to defuse and deescalate challenging situations
• Demonstrate confidence in challenging customer situations