Speaker / Trainer / Consultant Barbara Khozam, Inc.
It’s easy to deliver exceptional service when people are nice. It’s a challenge when the customer is demanding, unreasonable and confrontational. This session is about communicating with people during the most challenging times. It is about avoiding conflict and controlling your triggers when it counts the most. Don’t let unmanaged conflict affect your relationships, waste your time, and/or create stress. While conflicts, disagreements and emotions are normal, problems can occur when they go unmanaged. If you find some difficult customers are easy to handle while others are not, or if you yearn for the right thing to say at the right moment, this session is for you. Studies have shown that if a difficult customer is dealt with quickly and efficiently, 90% of them become loyal and raving fans. In this session, you’ll learn: • Who benefits from dealing effectively with difficult customers • Recognize your own “triggers” and learn fast and easy strategies to control them • How to turn a complaint into an opportunity • What, exactly, to say to turn around 95% of difficult customers
