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Advanced Difficult Customer Techniques

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10 minutes
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High Definition
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Wrong Answer Remediation
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Buckling under the pressure of the difficult customer is a risk every customer service professional must face from time to time. This course teaches the techniques for preventing that risk in every encounter.

By first learning the reasons why a customer might be angry, team members learn how to understand their situation and de-escalate the conflict. The 5 modules in this course equip customer-facing employees with the perspective, skills, and motivation to truly understand their customer’s situation and help them with the right solution.

Use this course so to help your customer service and sales teams acquire the skills to develop their emotional intelligence and remain calm, professional, and positive during difficult encounters in their work and personal lives.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 30 days to complete the course

Customer service personnel throughout the company

The course presents the following topical areas:
  • Introduction
  • Understanding The Emotions
  • Distraction And Coping Techniques
  • Reasons People Become Upset
  • De-escalation Techniques
  • Managing Upset Customers
  • Recap

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