• 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.

• It costs five times as much to get a customer as it does to keep one —­ here you'll learn the key to maintaining good relationships with even your most difficult customers
• Recognizing and changing customer behavior patterns
• Specific phrases you can say to calm different types of people
• Why a strategy that works on one difficult person may be disastrous in another

Become a Proactive Service Provider

• Customers spend up to 10 percent more for the same product if they receive better service —­ at this course, you'll discover how to prevent problems before they start
• Listening techniques you should use before choosing a communication style
• Important information you can derive from body language and voice
• Situational service strategies you can use to more efficiently handle upset customers
• 2 ways to say "no" —­ are you choosing the most effective one?

Advance Your Communication Skills

• Studies show that 98 percent of customer interactions go more quickly when service providers establish rapport —­ you'll learn how to meet the challenges of communicating with difficult customers during this session
• Does the customer focus on the people or the problem? What this should tell you about how to proceed
• The most effective way to respond to unreasonable demands
• Making the customer feel valued from the start

Confidently Defuse the Situation

• Angry customers tell up to 20 other people when they are unhappy about the service they receive —­ this is your chance to learn how to turn around difficult customer behavior.
• The 3 most difficult types of customers and how to handle each one
• Cutting through the emotion to get the facts you need to solve problems
• From simply irate to abusive —­ how to get through to angry customers

Expertly Resolve Complaints

• Impress customers with good service and they'll share their experiences with 9 to 12 people —­ here, you'll learn to build loyalty and change difficult behavior by exceeding expectations
• 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:
• 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