Show navigation

Live Webinar

90-minute live streaming program
  • September 24
  • 1:00 - 2:30 pm EST

Also available as:

MP3 Download
OnDemand Course

Techniques for Handling Challenging Customers

September 24

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.

Purchase Options

More Program Information

Why Lorman?

Over 33 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
Purchase Options

More Program Information

Why Lorman?

Over 33 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

MP3 Download

No credit available.

OnDemand Course

This course was last revised on December 11, 2012.

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

Live Webinar Registration

  • 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
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, and technical and support representatives.

Purchase Options

More Program Information

Why Lorman?

Over 33 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
Purchase Options

More Program Information

Why Lorman?

Over 33 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!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 405113
Published 2012, 2020
Purchase Options

Register today before this event fills.