This website uses cookies and related technologies to improve your experience, analyze traffic and personalize content. We may share this data with third-party partners for advertising and analytics purposes. Learn more

Male customer arguing about sale to customer service rep

Instructor-Led Training

•

1 hr

Handle Difficult Customers With Confidence

Course Outcomes Agenda FAQs

Also available in Spanish

Today's customers are more demanding than ever, taking difficult behavior to an all-time high. Intensified emotions and increased online interactions demand a new approach to customer service.

This LIVE, virtual training provides the tools that customer service professionals need to confidently handle today’s challenging customers. With empathy, updated communication strategies and a service-first approach, they’ll learn how to exceed customer expectations and win over even the most difficult customers every time.

Course Outcomes

Master techniques to win over dissatisfied customers
Identify what emotional triggers to avoid
Understand how to apply a service-first approach
Practice turning negatives into customer-centric language
Learn simple strategies for handling the most difficult interactions

Course Agenda

1 hr

Instructor-Led Training

Day 1

Mastering difficult Interactions: Confidently handle demanding customers and turn negative encounters into positive ones
The power of service: Defuse tension, build rapport, and win over dissatisfied customers with a service-first approach
Decoding difficult behavior: Understand the psychology behind challenging customers and address the root cause of their frustration
Communication mastery: Develop essential communication skills, while avoiding common pitfalls that escalate conflict
Staying cool under pressure: Remain calm and composed when faced with anger or unreasonable demands.
Recognize and respond: Identify different types of difficult customers and learn tailored strategies for each

Request group training

Complete the form below to request tailored, private training for your team. We’ll be in touch to discuss your group’s specific goals.

More Courses in

Instructor-Led Training People Skills

FAQs

How does a virtual seminar work?

A virtual seminar is a live, instructor-led experience. One or two days before the actual date of your seminar (also referred to as a course or workshop), you’ll receive an email with a link and a unique registration ID you’ll use to connect to the training. It will also include an additional link to the course materials along with any additional instructions you’ll need.

About 15 minutes before the scheduled start of your workshop, you’ll be able to log on from your computer, laptop, tablet or smartphone and join the event. Your unique registration ID may only be used once.

To ensure you have the best experience possible, please make sure your system has the necessary components. You can check your system now by following this link: Click here. Note: Please disable any pop-up blockers before testing your system.

Why should I choose virtual training?

Do you offer closed captioning?

What happens if I register, and then something comes up and I have to cancel?

We understand that occasionally things happen beyond your control, making cancellation unavoidable.

CANCELLATION POLICY: Cancellations occurring 5 business days or less before the event will be eligible for a one-time transfer to a future event. Refer to the confirmation number received upon registration and notify us by email at custserv@skillpath.com or call us at 1-800-873-7545 prior to the date of the event. Post-event cancellations will be ineligible for transfer and the registrant will be liable for the entire course fee.

What happens if I get disconnected during the seminar?

How do I contact Customer Service?

Related Courses

skillpath.com/XCSVCTWO

Handle Difficult Customers With Confidence

Also available in Spanish

Today's customers are more demanding than ever, taking difficult behavior to an all-time high. Intensified emotions and increased online interactions demand a new approach to customer service.

Day 1

Mastering difficult Interactions: Confidently handle demanding customers and turn negative encounters into positive ones
The power of service: Defuse tension, build rapport, and win over dissatisfied customers with a service-first approach
Decoding difficult behavior: Understand the psychology behind challenging customers and address the root cause of their frustration
Communication mastery: Develop essential communication skills, while avoiding common pitfalls that escalate conflict
Staying cool under pressure: Remain calm and composed when faced with anger or unreasonable demands.
Recognize and respond: Identify different types of difficult customers and learn tailored strategies for each