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Handling Confrontational Customers

at National Seminars Training Washington -

Course Details
Start Date:

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Location: Webinar
Class Level: All levels
Age Requirements: 18 and older
Average Class Size: 12

What you'll learn in this communication skills training:

Staying calm, cool, collected—and service focused!

Program Description: 

Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional and helpful, no matter what the situation or who you’re dealing with. This can be hard when you’re dealing with customers who are rude, confrontational, even bordering on abusive! 

Handling Confrontational Customers shows you how to use your voice and word choice to control and calm the situation. You’ll even get some great techniques for quick de-stressing—so you can stay positive and not let one bad apple affect your next interaction ... or the rest of your day! 

Take a Glimpse at What You’ll Learn: 
  • Warning signs that let you know you’re dealing with a customer who is working up to a confrontation! 
  • Guidelines for handling and disarming confrontation—whether a customer is hurt, angry or upset 
  • How you could accidentally make the situation worse with what you say—and what to say instead 
  • Using your tone of voice and body language to de-escalate the situation 
  • Simple phrases that can help defuse hotheads quickly—so you can deal with their issues! 
  • Techniques for developing rapport with the customer—and how it can save the situation 
  • How to weather customer fury like a pro—without getting upset! 
  • Words and phrases that will help cool a situation down—and convince the customer you’re on his or her side
  •  3 great stress busters that will alleviate tension, so you can stay calm and cool under pressure
 Q & A Session: 

Upon enrolling in the webinar, you will have the opportunity to submit your questions via e-mail. Time permitting, your trainer will address questions from webinar participants. Many questions will be addressed in the webinar itself. Others will be addressed in the supporting materials that will be available exclusively to webinar participants.

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School: National Seminars Training Washington

National Seminars Training Washington

National Seminars Training is focused on meeting the ever-expanding continuing education needs of adult professionals in all industries and professions. Our sole mission is to provide the results-producing training you need, when and where you need it, and at a price that is cost-effective for you and...

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