Customer Relations and Difficult Behavior

Description

This 8-hour course covers customer service fundamentals that are an essential part of any profession which deals with the general public, so acquiring effective tools for interacting with customers and clients is vital for any employee or supervisor. Most times we can avoid or minimize our interactions with difficult people, but sometimes they are unavoidable. The best way to handle difficult people/customers is to be aware and prepared for their behaviors and develop strategies for dealing with them.

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners — as well as managers who want customer service training in order to reinforce their skills and train their staffs.

Prerequisites

None; No prerequisites for this course

Delivery Method

Classroom-style lecture with PowerPoint slides and in-class group exercises and discussions to encourage questions and participation.