Skills for Handling Difficult Service Interactions
Taming the Tank: Skills for Handling Tough Customers and Difficult Interactions
Available Formats: Virtual Classroom Course
This web-based customer service course focused on skills for handling difficult interactions will:
Explain why customers can be difficult.
Introduce a de-escalation model.
Highlight trigger words and phrases.
Suggest communication techniques for calming upset customers.
Difficult service situations are something few service providers look forward to addressing. Yet most people working with others will eventually encounter someone who is unhappy for some reason. During this hands-on virtual training course, participants will explore the reasons customers become upset, practice rapport building, discuss communication styles, review trigger words, work through a de-escalation model, and talk about strategies for managing stress.
Questions This Page Answers About Web-Based Coping Skills Training for Handling Difficult Customers
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“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
COPING WITH DIFFICULT CUSTOMERS WEB-BASED TRAINING
COURSE . WEBINAR . PROGRAM