Rescuing Difficult Customers Certification

This course is also available as in-house training.
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Even successful organisations will have to deal with dissatisfied customers or clients from time to time. Some of these customers will be antagonistic, often because they feel angry or upset and struggle to control their emotions. In other words, they are “difficult customers”.

Handling these customers requires strong communication skills, a calm manner and a willingness to work with the customer. In this course, you will learn how to resolve tense situations and resolve complaints quickly and efficiently.

You will learn:

• The reasons why a customer may be dissatisfied with a product or service
• How to use your voice to defuse a tense situation, and how remaining calm can improve a customer’s mood
• Why you should never attempt to deny responsibility
• Why you should focus on the customer first, then the problem that has prompted their complaint
• Why you should follow up with a customer after you have solved their problem

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