Dealing with Difficult Customers & Challenging Situations

Course Overview

 This program is about improving the customer experience. There are easy to deal with customers and there are difficult customers. Customers who are angry, frustrated, disappointed, yelling and perhaps posting negative comments about your business to social media. There are also times when we are faced with challenging situations. For example, when the worldwide corona pandemic disrupted the supply chain which impacted our customers.

Program Objectives

During this program, participants will:

  • develop strategies to effectively manage difficult customers

  • turn disgruntled customers into raving fans

  • identify opportunities for process improvement

  • practice active listening and using empathy to calm customers down

  • analyze difficult situations and identify best practices for moving forward

Available Formats

½ day, full day, virtual