Delighting Challenging Customers
Session Length: 2 Days | Target: All Customer Contact Employees | Prerequisites: Delighting Customers
How can you deal effectively with the most challenging customer personalities? Place lots of tools in your toolkit to deal with customers like Belligerent Ben, Frankie The Flirt and Chatty Cathy. Learn how to succeed in practically every challenging customer situation in this practical, hands-on module. Topics include:
- Why Are Some Customers Challenging? Different customers present a wide range of challenges. Discover some of the common reasons customers can present challenges.
- Seven Deadly Customer Service Killers. Recognizing attitudes and approaches that cause customers to become more challenging – and learning how to overcome them – is step one to delighting challenging customers.
- Delighting Challenging Customers Toolkit. Learn the fine art of using the tools of empathy, leading, acknowledgement, active questions and eight others to delight customers in challenging situations.
- Gallery Of Challenging Customers. Meet Profane Paul, Say It Again! Samantha, Cynthia Superior and seven other ‘types.’ Learn the tactics and strategies of dealing effectively with each type.
- Where You Lead, They Will Follow – Developing the skill and confidence to lead in any situation is essential if you are to delight all customers.
Latest Leadership Posts
The Difficult Conversations Every Leader Needs to Master – Part 2 Continue Reading
Your New Career Strategy to Thrive in the Next Crisis Continue Reading
Are You Running To – or From – When Making a Job Change? Continue Reading
Why Are You Hiring Only Half of a Candidate? Continue Reading
Why do You Permit C-Players to Remain on Your Team? Continue Reading
How to Find a New Job When You Are Relocating Continue Reading