Course Title: MANAGEMENT: DEALING WITH DIFFICULT CUSTOMERS OR GUESTS

Location: On-site (at customer’s location)

Course Description:
Being a customer service professional offers many rewards and satisfactions. However, there can be many costly frustrations associated with the customer care profession. This program is designed to give managers, supervisors, and front-line employees the skills required to successfully handle angry or difficult customers or guests with confidence and competence. This program will give participants the skills needed to turn an unhappy customer into a satisfied, loyal customer.

Course Objectives:
Upon completion of this course, participants will be able to:

• Deal with customer perceptions and expectations
• Identify clues that indicate the existence of a difficult customer situation
• Demonstrate calming and focusing techniques in a difficult customer situation
• Diffuse an angry or complaining customer
• Design an effective customer service strategy for problem situations
• Understand their role as a good listener in dealing with upset customers
• Create options rather than saying “No”
• Avoid discounting the customer
• Understand strategies that effectively diffuse difficult customer situations
• Use keys for not getting emotionally attached to difficult situations

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