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  Handling Confrontational Customers
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Staying calm, cool, collected – and service focused

Recorded on: 07/11/17
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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.

This can be hard when you’re dealing with customers who are rude, confrontational, even bordering on abusive!

Handling Confrontational Customers shows you how to use your voice and word choice to control and calm the situation. You’ll even get some great techniques for quickly de-stressing—so you can stay positive and not let one bad apple affect your next interaction ... or the rest of your day!

What You’ll Learn:

  • Guidelines for handling and disarming confrontation — whether they’re hurt, angry, or upset
  • Using your tone of voice and body language to de-escalate the situation
  • Simple phrases that can help defuse hotheads quickly — so you can deal with their issues!
  • Techniques for developing a rapport with the customer — and how it can save the situation
  • How to weather customer fury like a pro — without getting upset yourself!
  • Words and phrases that will help cool a situation down — and convince the customer you’re on his or her side


PC System Requirements:
800MHz Intel Pentium III processor or equiv. • Microsoft® Windows® 2000/XP or later • Min. 256 MB of RAM • 48x CD-ROM / DVD-ROM • Sound card w/ speakers or headphones • Screen Resolution 1024 x 768, 32-bit Color • Macromedia® Flash® 8 Player • Microsoft® Internet Explorer® 6.0 or later • Adobe® Acrobat® Reader® 6 or later • A high-speed Internet connection recommended
 
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CD-ROM
Item #: 285021
Price: $199.00



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1.800.258.7246