Dealing With Difficult Customers

Course Description: 

When you work with the public, you will work with people from all kinds of backgrounds and with all kinds of temperaments, some of whom will sometimes (or all of the time) be difficult. Providing effective customer service doesn't necessarily mean giving in to all customer requests - particularly when they are unreasonable. But it does require taking steps to ensure customer needs are met. MTI's half-day seminar is designed to provide practical considerations and steps you can follow in order to deal with difficult customer situations as effectively as possible.

Learning Objectives

Topics covered include:

  • Maintaining control in difficult customer situations
  • Recognizing customer anger
  • Tips for avoiding taking customer negativity personally
  • Maintaining an appropriate demeanor
  • Setting boundaries
  • Keeping expectations realistic
  • Tips for showing empathy
  • Effective listening skills
  • Key response skills
  • Structuring messages for problem solving
  • Getting higher level personnel involved
  • Moving past difficult customer encounters

Who Should Attend

  • Customer service representatives
  • Sales professionals
  • Employees who interact with customers
  • Managers/supervisors who oversee employees that interact with customers