• Keep angry customers from taking their frustrations out on you
• Bring out the best in people who are genuinely upset
• Become known as a problem-solver
• Transform conflict into cooperation
• Feel less stress on the job
• Resolve complaints faster
• Build up repeat business by satisfying more customers

Anyone in a customer-contact position who wants to handle difficult people better, resolve complaints faster, and cope with job stress and frustration.

Successfully Respond to Your Difficult Customers
Maintain good relationships with even your most challenging clientele by:

• Discovering how to recognize and change negative customer behavior patterns
• Learning key phrases to resolve common customer issues
• Uncovering why solution strategies are not one size fits all

Become a Proactive Service Provider
Discover how to prevent problems before they start by:

• Identifying the communication style that best fits your personality
• Using active listening to find the real problem
• Implementing situational service strategies you can use to more efficiently handle upset customers
• Learning to choose the most effective version of the word “NO”

Advance Your Communication Skills
Meet the challenges of communicating with difficult customers by:

• Learning how to respond when the customer focuses on the problem and how it’s different from when they focus on a person
• Discovering the most effective way to respond to unreasonable demands
• Making the customer feel valued from the start
• Using active listening to find out the real customer issue

Confidently Defuse the Situation
Resolve customer issues on the spot by:

• Identifying the three most difficult types of customers and how to handle each one
• Discovering how to cut through the emotions to get the facts you need to resolve the problem
• Receiving tips on how to get through to irate customers

Expertly Resolve Complaints
Learn to build loyalty and change difficult behavior by:

• Optioning: A very effective but often underused technique
• Dealing with customers who only want to talk to management
• Tactfully handling a situation when the customer caused the problem
• Following guidelines on how to keep from getting drawn into an argument

"On a scale of 1 to 10, this seminar is a 20."
Carolyn Crosby

"Dynamic speakers addressing valuable thoughts for success in business. I learned a lot!"
Phyllis Morris
Marketing Communication Specialist
GE Commercial Dist. Fin.

"The instructor was very informative and kept my attention well!"
Kevin Puckett
CUI, Inc.

"Everything was presented in a clear manner and easily understood."
Josh England
Utility Trailer Sales
Cole County Commission

"The best, most interesting & down-to-earth conference I've ever been attended."
Kathy Kelley
Secretary
AR-PERSCOM

"It was absolutely worth my time ... Awesome wealth of knowledge in short amount of time."
L. Hansen
Admin Assistant
Delta Airlines