Dissatisfied customers can cost your organization plenty! Not only do you lose their business — possibly forever — but research shows that they’ll tell up to 20 people how unhappy they were with your service. That’s why this crucial communication program is must-attend training for your customer service reps, customer complaint department, help desk staff, and anyone else who deals with your customers.

Your team will learn to identify and deal effectively with specific types of difficult customers and know “what to say when” to calm and soothe each type. They’ll learn powerful listening techniques that will help them cut through the customer’s emotion to get the facts needed to solve the problem. They’ll also practice a 3-step plan guaranteed to resolve complaints quickly and to satisfy even the most demanding customers.

Finally, they’ll discover how to get through to customers who are truly angry, how to defuse potentially explosive situations — and what to do if customers become verbally abusive. This important training will dramatically improve your quality of customer service, increase your number of return customers, and reduce employee burnout and turnover.