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Techniques for Handling Challenging Customers

Learn valuable techniques to solve those tough customer issues.

In today's environment it is not uncommon for everyone to experience less than desirable customer service. Too often, this results in conversations becoming explosive and confrontational. Perhaps the customer tells you how to do your job because they believe they know better. Or they constantly complain about one thing after another regardless of what you do to solve their problem. Learn strategies on how to defuse difficult customer situations, distinguish between the real and fake know-it-all customer and how to work with both. Learn to utilize teamwork to solve customer issues without escalating calls to a supervisor. In today's climate where tensions are high, recognize how to reduce anxiety, frustration and anger among ourselves and customers. This ultimately results in increased employee morale, customer satisfaction scores, and makes the workplace more fun.

Runtime: 87 minutes
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Why Lorman?

Over 34 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

The R-O-C-K Star Approach to Customer Service

The 8 Different Types of Difficult Customers and How to Defuse

  • The Bull
  • The Fox
  • The Whiner
  • The Know-It-All - Real vs. Fake
  • The Bulldog
  • The Time Bomb
  • The Stone Wall
  • The Bump on a Log

Techniques to Control Your Emotion

Red Rules vs. Blue Rules

Some Rules Can Be Bent While Others Cannot and Knowing the Difference

How Service Recovery Wins Customers for Life

How to Under Promise - Over Deliver

How to Utilize Lateral Escalation vs. Involving Management

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Why Lorman?

Over 34 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 Course

This course was last revised on September 24, 2020.

Call 1-866-352-9540 for further credit information.

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.5
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.5.
     

MP3 Download

No credit available.

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Why Lorman?

Over 34 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

Gregg Gregory, CSP

Gregg Gregory, CSP

Teams Rock

  • Founder and owner of Teams Rock!
  • Our business emphasizes all aspects of teamwork, leadership, and organizational culture and how they impact the customer experience
  • Conducts both in-person and virtual presentations on teamwork, leadership, organizational culture, and the customer experience
  • Author of the book “ONE Team – ONE Dream” available on Amazon
  • Certified speaking professional
  • Member of the National Speaker’s Association and the local Washington, D.C. chapter, where he has served on the board of directors, including president in 2015
  • Can be contacted at 301-564-0908, [email protected] or on LinkedIn www.LinkedIn.com/Teamsrock
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Why Lorman?

Over 34 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.

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Product ID: 405113
Published 2020
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