Helping organizations succeed through customer service performance and leadership

Dealing with difficult customers

The ability to deal with customer conflict and difficult customers is critical to any organization. With unsatisfied customers, your team needs the skill and motivation to be able to win them back, because these customers sometimes can turn into your most vocal ambassadors.  With unreasonable customers, you need the skills to minimize the negative impact they create, and the confidence to stand your ground when you have to.

Dealing with Difficult Customers training workshops are completely customized for your team, and are available in half-day and full-day formats. The programs are based around the principles in Shaun Belding's international best seller - Winning with the Customer from Hell - a survival guide.

Our Dealing with Difficult Customers training programs will help your team:

• Turn difficult situations into 'wow' opportunities
• Have greater confidence in resolving conflict
• Use proactive strategies to reduce difficult customer incidents
• Take a more positive approach to angry or upset customers
• Stay more energized and motivated

Is it important to learn how to deal with difficult customers?
The intuitive answer, of course, is yes, but is there really a measurable return for training people to better deal with difficult customers? The answer again is yes. To find out more, read Shaun Belding's white paper The Importance of Reducing and Resolving Customer Conflict.

Belding also offers consulting services to help companies reduce customer conflict, and more effectively deal with service failures. For more information on these and other Belding programs, email info@beldingskills.com.

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Some of the things the program covers:

- Active listening
- Defusing conflict
- Dealing with emotions
- Finding pathways to Yes
- Controlling conversations
- Turning negatives into opportunities
- 6 steps for dealing with conflict
- Taking ownership of outcomes

See a sample of what's included in the program:

Books on dealing with difficult people