Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional, and helpful, no matter what the situation or who you’re dealing with. Sure, that’s easy when you’re handling the dream customer — you know, someone who is polite, reasonable, and willing to listen.
Instead, you often find yourself having to handle the opposite: customers who are rude, confrontational, even bordering on abusive!
Nothing changes the fact that some customers offer more challenges than others. In this on-demand series, Handling Difficult and Demanding Customers, discover successful communication and interpersonal techniques that will help you to turn difficult customers into satisfied ones.
I. Communication and Customer Service
- Course Clinic
- A Built-in, Shock-Proof Want Detector
- Important Information You Can Derive From Body Language and Voice
- What They Hear That Isn't Said
II Managing Volatile Situations
- Keep From Getting Drawn Into an Argument
- What Are We Really Doing
- Two Ways to Say "No"
III. Handle Angry and Demanding Customers
- Situational Service Strategies to Handle Upset Customers
- Optioning: An Underused Technique
- Damage Control
- Fielding Tough Questions
- Tricky Situations
- Breaking the Rules
Meet Your Trainer: Ed Knight
Ed Knight’s training goal is simple: to give you the understanding you need to have confidence in reviewing financial statements. Ed is an expert in making complicated financial concepts clear to nonfinancial professionals. A former senior executive with Hallmark Cards, Ed is no stranger to the high demands you face as a leader. Past participants in Ed’s training programs agree: If you want financial skills training from someone who understands that you’re not a financial manager but still need some financial know-how, Ed Knight is the No. 1 trainer to turn to. He will give you the knowledge you need to ask the right questions.