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Dealing with Challenging Customer Interactions

Training Course Content

Course Objective: You will explore methods for dealing with common difficult customer interactions.

Prerequisites: To ensure your success, we recommend you first take the following courses or have equivalent knowledge: Customer Service via Phone and Email, Emotional Intelligence.

Contact us to discuss if this level is right for you.

Lesson 1: Establishing a Solid Customer Relationship

Topic 1A: Understand Customer Care
Topic 1B: Recognize a Difficult Situation
Topic 1C: Work Within Your Company’s Parameters
Topic 1D: Handle Simultaneous Customer Contacts
Topic 1E: Handle a Difficult Customer Interaction

Lesson 2: Overcoming Communication Issues

Topic 2A: Adapt to the Customer’s Personality Style
Topic 2B: Identify the Customer’s Issues
Topic 2C: Overcome Communication Issues

Lesson 3: Resolving Challenging Situations

Topic 3A: Educate the Customer
Topic 3B: Focus on the Issue
Topic 3C: Overcome Negativity
Topic 3D: Redirect the Customer
Topic 3E: Follow Up on a Challenging Situation


 

 

 
   
     

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