Dealing With the Difficult

Customer Service
Dealing With the Difficult

Program Overview

Whether you work in a business, a government office, or as an independent contractor, sooner or later you will have to deal with an angry or upset customer.  When this happens, it is important to be prepared.

Participants Will Learn

  • How to control their own attitude and not take it personally.
  • How to connect with the customer and show they care.
  • How to ask short guiding questions to focus on a solution.
  • How to use positive language and know what can be offered.

Course Outline

Lesson 1: Defining Customer Service

Lesson 2: Reasons for the Angry

Lesson 3: Five Steps for Dealing with the Angry


For a more detailed Course Outline, contact us.

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