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Dealing with Challenging Customer Interactions

You will explore methods for dealing with common difficult customer interactions. This course is intended for customer service representatives and any client-facing employee who needs to cope with challenging customer si... Show More
Course Prerequisites:
Customer Service or Emotional Intelligence
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

1 Day

Course Content

Lesson 1: Establishing a Solid Customer Relationship

Review Customer Service Basics
Recognize a Difficult Situation
Work Within Your Company’s Parameters
Handle Simultaneous Customer Contacts
Handle a Difficult Customer Interaction

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Lesson 2: Overcoming Communication Issues

Adapt to the Customer’s Personality Style
Identify the Customer’s Issue
Overcome Communication Issues

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Lesson 3: Resolving Challenging Situations

Educate the Customer
Focus on the Issue
Overcome Negativity
Redirect the Customer
Follow Up on a Challenging Situation

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CTU Training Solutions , Updated: January 31st, 2019

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The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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