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Advanced Difficult Customer Techniques

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Product ID
lplnadcu_vod
Training Time ?
10 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
7
Quiz Questions
0
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
Learning Planet
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Overview

Advanced Difficult Customer Techniques

Difficult customers can be overwhelming and challenging. However, as this course shows, once your customer-facing employees first learn to take a good look at themselves, they can learn to convert an angry customer into a calm and satisfied customer.

Centered on the vital role developing Emotional Intelligence [EQ] plays in effectively managing difficult customers, this course teaches your team what they need to do and say, while also showing them what to avoid. Upon learning the 7 traits of Emotional Intelligence which include expressing themselves clearly, keeping cool under pressure, and knowing how to say the “right” thing to get the “right” result, employees learn how to acquire the skills for executing the advanced techniques presented in the course.

Teach this course to help your customer service and sales teams understand what makes a customer difficult and how to remain calm as they help them by providing a solution to their problem.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

Customer service employees in all departments and levels

Topics
The course presents the following topical areas:
  • Introduction
  • Understanding The Emotions
  • Distraction And Coping Techniques
  • Reasons People Become Upset
  • De-escalation Techniques
  • Managing Upset Customers
  • Recap

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