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Dealing With Difficult Customers


Program Overview:

In this module the participants will learn how to deal with irate or unsatisfied customers.  Great customer service is having the ability to calm an irate customer, present an impression of professionalism, confidence and calmness, while resolving the customer’s concern on the first call.  


Program Objective:

To decrease irate customer situations and increase customer retention and satisfaction.


Who should attend? 

All professionals that communicate with internal or external customers over the telephone and feel that they need help keeping control when dealing with irate customers.


Timeframe:  4-hours



• First call handling

• First call resolution:  Presenting confidence over the telephone

• Steps on how to handle irate customers


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