Handling Emotionally Charged Customers

Introduction

Consistently providing exceptional customer experiences in every interaction can be difficult to maintain. Invariably, the hardest part of the job for a service provider is handling an angry or rude customer. The stakes are high as difficult customers are the ones most likely to give bad reviews if they are not fully satisfied. But there are ways to turn these situations around.

Course Objective

Reveal a proven approach for handling difficult interactions in a way that strengthens customer loyalty and decreases employee stress.

Course Content

As a result of this program, participants will:

• Learn best practices for defusing challenging customers
• Explore types of emotionally charged situations and how to turn them around
• Discover the four levels of listening and their impact on relationships
• Increase confidence in responding appropriately to challenging situations

Training Method

Interactive 75-minute webinar