Excellence in Customer Service—Defusing Difficult Customer Situations
Does the nature of your job require you to work directly with customers—especially difficult customers? Whether your customers are rude, frustrated, confused, or irate, most minor clashes don’t have to escalate into an unrecoverable situation.
While anger is a common emotional response to a frustrating situation, as professionals we need to keep our cool and respond in a way so customers feel positive about you and your organization. The way we treat a difficult customer will ultimately impact long-term customer loyalty and relationships. We need to deal with the situation so that customers feel they are being listened to and are receiving assistance.
ASQ is pleased to offer this free Webinar that introduces practical concepts designed to provide customer service reps with the skills, strategies, and approaches that can help them through trying times with difficult customers. By learning to view the service we provide from the customer’s perspective we learn how complaints and mistakes are opportunities to increase customer loyalty.
Presenter
Barry Davis and Wendy Ward
