Dealing with Difficult Customers

Overview

This 2 hour workshop looks at the characteristics that make individuals difficult for us to deal with and provides strategies for countering objections and problem situations. It also provides practical approaches to resolving conflict and managing anger and negative behavior.

How You Will Benefit

Recognize how your own attitudes and actions impact others.
Learn the best approaches for dealing with a variety of difficult situations.
Use effective techniques for dealing with difficult people.

What You Will Cover

What people really want when they are upset.
Characteristics of difficult behavior and how to address them.
Tips for improving your communications with others.
Techniques for dealing with difficult behavior/conflict
How to turn a negative situation into an exceptional customer service opportunity.
Strategies for managing anger.

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