Handling Difficult Customers with Confidence

Master techniques to navigate tough customer interactions and improve satisfaction across channels.

Created by: Stone River eLearning
Over 1,000,000 Happy Students

What Will I Learn?

• Understand external factors that contribute to customer difficulties and develop strategies to mitigate their impact.
• Utilize transactional analysis principles to analyze and improve customer interactions.
• Explore reasons why customers may be difficult and develop empathy-driven approaches to better understand their perspectives.
• Master effective communication techniques and strategies specifically tailored for phone interactions with challenging customers.
• Implement proven methods for handling difficult customers in face-to-face interactions, maintaining professionalism and rapport.

Requirements

• There are no specific prerequisites for this course. However, participants are encouraged to have a basic understanding of customer service principles and some experience in interacting with customers. A willingness to learn and apply new communication strategies is essential.

Target audience

• This course is designed for professionals in customer-facing roles across various industries