Business Training Component – CUSTOMER SERVICE

Dealing with Difficult People

Program Benefits

“YOU CAN’T HANDLE THE TRUTH!” Ok maybe our clients aren’t that gruff, but sometimes pretty close! It’s our job to manage the irate client and get them back on the right track. That means self-control and taking the high road in every situation.

Here you will learn how to deal with difficult people. I guarantee that your clients who once were irate will become the best fans you have – because you cared enough to go the next level. In this program on dealing with difficult people you will learn the importance of not internalizing an irate customer’s issues and instead listen and learn the next steps to take in any situation. Learn how to ease your customer’s pain as well as yours!

You Will Learn:

• Understanding the Client’s Perception – Working with Difficult People
• Keep Your Feet on the Ground! How to Deal with Difficult People
• 6 Most Common Poor Listening Habits
• Voice Quality
• Decision Tree – What Choices do You Have
• Forbidden Phrases
• Ending the Endless Call – Dealing with Difficult People
• Getting Inside Your Client’s Head
• Learn A.L.F.F.F.

In Summary

How to deal with difficult people. Realize the satisfaction of knowing you are in control and the irate customer will be your best fan. This is your opportunity in working with difficult people to eliminate the headaches and provide the solutions to grow your company’s business today!

In this course you will learn how to build decision trees for every scenario you run into when dealing with difficult people. The next time a client calls and they are out of control, you will be in full control because you will already have the answer. If you don’t have the answer, no longer will you panic, but instead you will know the next steps in working with difficult people to obtain a solution for your client. That’s what it’s all about Client Satisfaction through action!