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How to Handle Difficult Customers & Other Tough Situations
Strategies that worked with customers yesterday may not satisfy them tomorrow. Get fresh techniques for handling age-old customer service problems when you attend ...
You can attend FREE with STAR12 membership - Get more info.
Program Description:
Learn to Handle Your Toughest Customer Situations Calmly and Professionally
Outside of those who work in life or death situations, there isn’t a worker in the world who deals with more stress than an average customer service rep. Seriously. Is there any other occupation where literally every contact you make with people can include shouting, threats, accusations of fraud, name-calling, tears, requests for rule-breaking and more?
Rejuvenate your passion for the job – take a break with us!
If you’ve reached the end of your rope trying to come up with new ways to satisfy customers and cope with the tough situations that they put you in, attend How to Handle Difficult Customers & Other Tough Situations, a new kind of customer service training unlike anything else you’ve attended! In a fun, relaxing, enjoyable, and completely STRESS-FREE learning environment, you’ll learn the secrets to satisfying every customer you have without resorting to cheap tricks, anger, or just plain giving in!
Learn “what to say when” phrases you can use for handling explosive customer situations
You’ll learn real-world strategies developed by the best (and most successful) customer service gurus in the industry. You’ll learn how to understand your customers’ motives for what they do and what they ask YOU to do. You’ll put an end to the frustration (and fear!) of dealing with difficult customers. Finally, you’ll get step-by-step guidelines for handling challenging customer service situations – like when customers demand you break a company rule to satisfy their needs!
You play a vital role in your organization’s success. Don’t try to “wing it” alone!
Top executives across the country know in their bones that it’s you – the customer service pro – who truly makes a difference in your organization’s bottom line. Great customer service creates a buzz with your customers that even billion-dollar advertising can’t match.
But it’s hard to learn these strategies on your own when you’re up to your eyeballs in work every day. So come on, take a day out of the office … leave the phones and computers behind for a while … meet new people, peers, and possible mentors … and refresh and re-energize yourself. You deserve it, and your company will benefit from it.
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Cancellation Details:
If circumstances arise that require you to cancel your enrollment, see cancellation details below.
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 STAR12 Gives You Unlimited Access to Live Seminars & Webinars for a Full Year!
STAR12 is the premier training resource professionals go to for the answers they need. STAR12 offers the only complete learning center that combines unlimited, free access to live one- and two-day seminars, webinars, and online training.
When you register for the STAR12 All-Access Training Pass, you’ll get this event — and every event after this — for FREE!* And the best part is, you can get everything the STAR12 pass includes for only $299. Learn more
*You’ll have the option of registering for STAR12 during checkout.
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- Specific phrases you can use to calm different types of people
- How to respond to customers who want you to “bend the rules”
- How to deal with a customer who’s angry at another service rep
- Information you can get from voice and body language
- How to get through to angry customers and retain their business
- Ways for empowering yourself to get results without relying on
your manager time
after time
- And much more!
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Is This Workshop for You? Take the CSR “Burnout” Assessment and Find Out!
You’ve got a tough job, there’s no doubt about it. But even the best customer service pros reach a point where they dread their next customer encounter. Take the short quiz below to see if this training would benefit you.
- Does the thought of dealing with one more difficult customer put you over the edge?
- Is getting motivated to perform at your peak getting harder every day?
- Has a customer ever pushed you past your boiling point and made you furious?
- Have you ever dreaded picking up the phone to talk to a customer?
- Have you ever felt worried, anxious, inadequate, or guilty about the way you treated a customer?
- Do you play the “should’ve, could’ve, would’ve” game after some customer encounters?
- Are you at the point where even the smallest thing a customer says or does frustrates you – even
when it’s not directed at you personally?
- Is your stress level at an all-time high?
- Do you remember more “difficult” customer situations than “good” ones?
- Do you find yourself just trying to “get through” the customer encounter?
- Do customers ever leave you stumped, unsure, and scrambling for answers?
If you answered “yes” to even one of these questions, this workshop is exactly what you need to bring confidence, stability, and control back into your life. Handling customers and the special situations they present is THE essential skill you need for finding on-the-job happiness, boosting productivity, and positioning yourself for career advancement and satisfaction. You have the power to control every customer encounter – you simply have to enroll in this workshop and we’ll show you how.
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Your Role as a Customer Service Representative
- Understanding what today’s customers want, need, and expect from you
- How to see your organization like your customers do, and why it’s critical that
you do
- Tips and tricks for seamlessly bouncing back from mistakes and
slip-ups
- How to make a positive first impression with every customer
- Understanding the role you play in your organization and why it’s vital to
its success
Communication Strategies That Make Customer Feel Valued
- Listening techniques that let your customers know you hear AND understand them
- The most effective ways respond to unreasonable customer demands
- How to deliver bad news to your customer while preventing negative backlash
- Step-by-step actions for regaining customer trust and dedication
- How to make your customers feel like they’re number one even when you can’t give them
everything they want
- Tips for responding to customer questions that are confusing, difficult, impossible, and
sometimes just weird
- How to project a professional image that customers respect and respond to
How to Handle Angry and Demanding Customers
- Work Style Assessment – find out how your work personality can be your biggest ally or
worst enemy
- What works and what doesn’t for dealing with angry customers
- Cutting to the chase to get the information you need to solve the problem
- The top 10 phrases you must avoid when dealing with angry customers
- Know what your customer isn’t saying by assessing their voice and body language
- How your tone of voice can make the biggest impact on calming angry customers
- Proven conflict resolution skills guaranteed to please every customer
- How to respond professionally and assertively to abusive language and threats
Overcoming Tough Customer Service Situations
- Surefire techniques and tips for dealing with situations like …
- An irate customer who has just gone through an automated phone system
- An upset customer who has been transferred several times
- Being interrupted by a customer who needs help NOW
- Making an exception to a policy or procedure to help a customer
- An angry customer who has an unexpected high bill and damaged goods
- Working with a customer who’s had a bad experience with another representative from
your organization
- Customers who call and compare you to your competitors and threaten to take their
business there
Dealing With Complaints for Better Customer Retention
- Working with customers who only want to talk to management
- Techniques for handling written, telephone, and face-to-face complaints
- How to make the customer feel respected and heard
- Strategies that keep you from getting drawn into an argument
- How to deal with a customer who caused the problem
- Tactful ways you can say “no” when it’s your only option
- How to create satisfaction from dissatisfaction
Providing “Above and Beyond” Customer Service
- How to show your customers that you value their business
- Techniques for building instant trust and rapport with your customers
- Strategies for anticipating your customer’s needs BEFORE they tell you
- When and why you should value a customer’s complaint and when to reward them
- Steps for following up with a customer to ensure they are completely satisfied with
your service
Stress-Management Strategies – How to fix yours when you spend all day fixing others
- Warning signs you’re nearing stress overload
- Easy techniques for helping you avoid BURNOUT
- 9 stress-busters that’ll alleviate tension and help you stay cool, calm, and collected when the heat’s on high
- Proven tips for immediately de-stressing after tough customer encounters
- How logging your customer encounters can help melt the stress away
- Tips for “decorating” your space to help lighten your load
- Why keeping yourself separate from what you do is so important
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"Very practical. Things I can take back and easily use at work tomorrow."
T. Cummins-Yorke
Service Supervisor
"I really enjoyed the training. Lots of useful information and ideas."
S. Salaiz
Receptionist
"I am going away with a lot of ideas and feel good about what I learned."
M. Stayton
Customer Service Rep
"Good information and motivation, excellent material/reference
information."
K.Burnham
Customer Service Rep.
"The training was exceptional. I enjoyed the instructor and her humor. This class will help me in the future."
L. Tatum
Customer Service Specialist
"Very informative and excellently presented!"
A. Duncan
Customer Associate
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Cancellation Details: If circumstances arise that require you to cancel your enrollment in How to Handle Difficult Customers & Other Tough Situations, you may substitute another person in your place or receive a credit memo for a future seminar of equal value. Or, you may receive a refund, minus a $10 enrollment processing charge, provided you notify us at least five days before the training. At that time, any additional online training materials included in your registration will be deactivated.
Additionally, if your enrollment included a STAR12 membership, it will also be cancelled at that time. Once you attend How to Handle Difficult Customers & Other Tough Situations, or any other seminar through your STAR12 membership, no refunds will be granted.
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Continuing education credits may be recognized by your professional board. Contact your own board to find what’s required.
If you have any specific questions concerning our CEU/CPE programs, please e-mail our CEU/CPE representative. |
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or call us at 1-800-344-4613 |
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