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.

Strategy 1: UNDERSTAND Your Difficult Customer.
Tip: Look at the customer with new eyes.

• Redefine "difficult."
• Recognize the value of "difficult" customers.

Tip: Adopt the customer's perspectives

Competencies

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