Dealing with Difficult Customers: Achieving Mastery

Course Details

Being able to effectively manage upset customers and their complaints is a key skill in any organization. Quite often this trying time with customers can be the make or break of a customer relationship as well as negative word of mouth. This complaints handling course will give you all the skills required to manage, communicate with and calm upset customers while effectively and professionally handling their complaint. Split into 12 bite-sized 10-minute videos each with a workbook, each video has three areas to stop and discuss and complete answers in the workbook provided.

What you’ll learn

• How to show empathy.
• Understanding difficult customers and how to handle them.
• How to handle abusive customers.
• Improve your negotiation skills when working with difficult customers.
• Sharpen your questioning skills.
• How to listen actively.