Created by LearningPlanet Limited
Category Business > Customer Service
Your role as a service professional can be daunting. You are the first line of contact, who can also become the first to be attacked. Many of us have had to deal with angry or upset customers at some point, and they can indeed be difficult. Knowing what to say and how to stay calm and professional will go a long way to protect your business and brand image.
During this course 120 minute course made up of 10 minute video modules we will cover the following topics:
Showing Empathy
Questioning skills
Listening Skills
Communication Skills
Being assertive
Managing customer needs
Difficult Customer Types
Handling Difficult Customers
Handling conflict
Abusive Customers
Negotiation Skills
Difficult Customers ADVANCED
You will learn all the skills required to manage and diffuse upset and challenging customers while keeping them as a customer.
internet connection
English
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