COURSE OVERVIEW

Handling Complain and Angry Customers are one of the most crucial parts of any business. Face-to-face encounters can get quite confrontational, and with increasing customers’ demands staff are becoming more and more exposed to the aggravated customers on daily bases.

The degree of professionalism that we use when handling these customers will either drive them away or create a loyal customer.

During this 1 day workshop, delegates will learn the necessary skills in order to maintain their calmness and not take it personally when they have to deal with complaints and difficult customers. They’ll learn that their simple customer service skills are the first line of defense.

Delegates will also learn powerful “breakthrough technique” that can be used if the situation escalates and threatens to get out of hand.

The successful customer service professional will change the angry customer into a positive strength.

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