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Techniques for Handling Challenging Customers

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.

Are you 100% confident you can handle it? If not, we’ve got the perfect OnDemand Webinar for you.

You don’t have to get frustrated dealing with demanding, irate, or unreasonable customers and you don’t have to put up with verbal abuse and threats from customers.

If you have the right tactics and techniques and the motivation, you can get any angry customer to back down and ultimately regain the customer’s goodwill.


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Why Lorman?

Over 28 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Hostile Interaction Essentials – 10 Things Every Customer Service Representative Should Know

  • The Psychology of Anger
  • How to Lay a Foundation for Problem Resolution - So That You Can Make Better Deals With Unreasonable Customers
  • Exactly How to Handle the Customer Who Demands to Speak to a Manager
  • The Importance of Letting Customers Vent – and How Long You Should Let Them Blow Off Steam
  • Why You Cannot Rationalize or Negotiate With an Angry Customer

Don’t Shoot Yourself in the Foot – Self-Defeating Actions That Make Your Job Harder

  • Why Reducing Choice, Sounding Formal, and Causing a Sense of Helplessness Will Always Arouse Resentment in Customers
  • The Reason “Splitting the Difference” Just to Appease an Irate Customer Is Almost Always the Wrong Solution
  • Putting the Difficult Customer Off …Why Avoiding Calls and Emails From Difficult Customers Always Escalates the Customer’s Rage
  • Telling a Customer He Is Wrong (Even When He Is Wrong) Always Spells Trouble - Find Out Why
  • Ignoring the Customer’s Expression of Anger – Find Out Why You Must Address, Head-On, the Customer’s Anger

Conversation Control

  • How Asking 3 Closed-Ended Questions Back-to-Back Instantly Puts You Back in Control of Any Conversation
  • 20 Powerful Phrases, Word-for-Word, to Help You Regain Control of Common Difficult Conversations
  • Learn My Favorite Technique for Regaining Control of a Conversation: The “Topic Grab” Technique
  • Exactly How to Assertively Respond to the Yelling or Cursing Customer

Powerful Anger Diffusion Strategies

  • How to Deliver Bad News to Your Customer While Preventing Negative Backlash
  • Six Tactics for Getting Angry Customer to Back Down - These Tactics Are Diplomatic, Super-Simple, yet Highly Effective
  • Three Strong, but Nonthreatening Tips for Creating Calm With Irate Customers

Self-Control – How to Keep From Becoming Upset and Unraveled When Speaking With Demanding, Unreasonable, or Irate Customers

Listening Techniques: Let Customers Know You Hear and Understand Them

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Why Lorman?

Over 28 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

Audio & Reference Manual

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Why Lorman?

Over 28 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Myra Golden

Myra Golden

Myra Golden Seminars LLC

  • Runs Myra Golden Media, a customer service and public relations agency that specializes in strategic customer relations consulting designed and tailored for each client’s needs
  • Helps companies completely restore customer confidence in their brands after service failures
  • Considered one of the leading experts in customer recovery
  • Helped hundreds of organizations rethink and redesign their complaint response processes so they are positioned to retain more customers, improve customer satisfaction and increase profits
  • Designed customer recovery programs for such companies as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay
  • Co-writer of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service
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Why Lorman?

Over 28 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

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Product ID: 390748
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