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Dealing with Challenging Customer Interactions
One Day • Instructor-led
In this course, you will explore methods for dealing with common difficult customer interactions. By understanding the customer’s situation and adapting to their communication style you can more effectively deal with customer complaints and problems to resolve issues.
Course Objectives:
Upon successful completion of this course, students will be able to:
Target Student:
This course is intended for customer service representatives and any client-facing employee who needs to cope with challenging customer situations, either directly or indirectly. This course is also highly useful to customer service managers, who need to be aware of the potential difficult situations in the field and have a standard means of addressing them.
Course Outline
Lesson 1: Establishing a Solid Customer Relationship
Lesson 2: Overcoming Communication Issues
Lesson 3: Resolving Challenging Situations