Dealing with Difficult Customers

Only $249 Buy it Now! (Available in either VHS or DVD format.) Save money! Purchase the entire module of which this program is a part.

Are You Letting Difficult Customers Cost You Money?

Finally a program that will show participants how to improve their ability to easily handle difficult customers and at the same time increase job satisfaction, customer loyality and PROFITS!

The benefits of handling customers who are upset are enormous. You gain the satisfaction of turning a negative situation into a positive one. You learn some important things about human nature, and you become a better communicator and a more effective ambassador for your company. You become more competent at your job, and more confident in yourself.

This program will show participants the dynamics of handling the irate customer. They'll learn how to effectively deal with difficult customers, learn some specific tools to equip them to handling the situation, and learn how to turn a negative beginning into a positive ending.

Program outline:

1. Introduction: understanding the benefits of handling upset and angry customers.

2. The consequences of not managing angry customers.

3. Three underlying principles.

4. The number one tool in handling irate customers.

5. The Five Step Process.

• a detailed facilitator's guide
• a CD with an audiorecording of the program
• a 25 - 35 minute video
• 15 participant guides, containing application exercises to help the participants apply the content to their jobs
• customized note pads

Return to Difficult Customers Resource page.