Satisfying all of your customers isn't easy, especially those who may be difficult because they are dissatisfied with a policy, product, or service. Trying to satisfy an unhappy customer can be frustrating and difficult for even the most skilled service person.
The good news is that most problems are solvable with the correct approach. Not only can you satisfy an angry customer, if handled correctly, you can turn an angry customer into a loyal advocate for your company.
It can be difficult for an employee to remain positive when a customer is venting and has become loud and/or rude. Without knowing how to control these difficult customer situations the employee can become frustrated and emotional which can make the situation worse.
Participants in this course will be given the tools and strategies they can put into action immediately to better manage difficult customer situations.
Topics in this one-day course include:
- Difficult customers and reasons they become difficult
- Range of difficult customers
- Getting at the problem or source of dissatisfaction
- Techniques for managing any difficult situation
- Skill practice
- Follow up strategies to ensure satisfaction
COST
$125 (Members)
$200 (Future Members)
CANCELLATION POLICY:
CANCELLATIONS MUST BE RECEIVED IN WRITING 72 HOURS PRIOR TO THE COURSE IN ORDER TO OBTAIN A REFUND. NO SHOWS WILL BE CHARGED THE FULL AMOUNT
PARKING
Parking is available behind Piccolo's Restaurant on Mary Street.
INSTRUCTOR
CLICK HERE for a biography of our instructor, Ms. Glenda Davidowski