Credits Hours: 2.00

Course Description:
Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool.

Learning Objectives:
Upon completion of this program, participants should be able to:

• Understand your difficult customer.
• Look at the customer with new eyes.
• Adopt the customer?s perspective.
• Identify what the customer really wants.
• Respond to the customer.
• Earn the customer's confidence.
• Manage your emotions.
• Deal with the customer?s emotions.
• Communicate effectively.
• Develop win-win solutions.
• Secure future business.
• Follow through on resolution and prevention.
• Build a lasting relationship.