Dealing with Difficult
This customized, on-site (in company) customer
service seminar is designed for customer service reps who cope
with difficult and abusive customers. They need proven skills
and stress management strategies. Because the seminar will be
customized to meet your company's needs, we'll talk about dealing
with your difficult customers.
This lively, interactive workshop refines basic skills, teaches
customer service reps to deal more efficiently and productively
with difficult customers and turn around difficult situations.
They'll learn essential strategies for dealing with abusive customers,
and how to handle emotions: their own and the customers'.
To deal with difficult and abusive
customers you need:
Well developed emotional body armour.
Deal more easily with stressful interactions and customers by
developing a way to prevent frustration before it builds. By
understanding how emotions are created, how to stay in control,
how to avoid absorbing customer frustration, and when to call
it quits, you'll be able to steer clear of burn-out.
Strategies for handling difficult customers
or situations. Whether your group's challenge is an ongoing
external customer who is overly demanding and abrasive, or an
internal customer who is unreasonable, you need a new approach.
You need some proven guidelines for managing those tough conversations.
Learn how to create a different dynamic with difficult people.
Learn how to guide the conversation and path of the interaction.
Be prepared with specific steps to handle abusive customers.
Exercise more control over the outcome and maintain your cool.
Guaranteed stress busters! These techniques
take stress management from a mental concept to a physical reality.
Donna will teach new awareness raising concepts to nip stress
in the bud, and kinesthetic exercises to ditch stress before
it saps you of your professionalism. Learn simple and quick
physical techniques to 'detox' after a bad call and avoid taking
the day's stress home.
This class will be personalized for your group
and your challenging customers.
Included in the class: A comprehensive workbook with reminders
and customer service tips, a 'cheat sheet' to keep near your phone
so you'll always be prepared, and stress busting surprises to
keep a smile on your face.
To bring the seminar Dealing with Difficult
Customers to your company, phone 415.929.8110 or email
|"When our experienced people used your techniques for
handling abusive customers, the results were immediate.
They were able to gain control of the conversation, and
Read our article: Dealing
with Abusive Customers.
|January, 2008 - See Donna's insights on dealing with
difficult and abusive customers in Montreal
Copyright © 2003-2011 Donna Earl &
Co. All rights reserved.