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How to Handle Challenging Customers (Angry & Rude)?

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Deal Score+1

Description

Dealing directly with customer on daily basis either on phone or in-person is challenging. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, you can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Challenging Customer workshop, you will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Workshop Objectives:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances
  • Able to deal with Angry, Rude and hard to please customers.

Words from the Wise

  • I Ching (The Classic of Changes): No situation can become favorable until one is able to adapt to it and does not wear oneself out with mistaken resistance.
  • Charles Darwin: It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.
  • Mother Teresa: Kind words may be short and easy to speak, but their echoes are endless.
  • Mahatma Gandhi: A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.

What you’ll learn

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances
  • Able to deal with Angry customers
  • Able to handle Rude customers

Requirements

No previous experience or Skills required to develop this skill on you

Who this course is for:

  • Any one dealing directly with customers, either on-phone or face to face.
  • Customer service representative and customer support teams
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