Effective Techniques to Deal with Difficult Customers: Resolve Complaints and Gain Customer Satisfaction

Duration: 60 Minutes
Learn effective strategies and best practices on handling demanding/difficult customers by attending this webinar. Handling the complaints and dealing with over demanding or unreasonable customers is stressful and risky business! You have them in every business no matter which industry you are working in, you must know the tricks and tips to deal with them.
Dealing with Difficult Customers
Instructor: David Rohlander
Product ID: 502323
Sometimes, even the most helpful and caring people don't have the skills, experience or attitude to handle a really tough customer or client. With the tips and techniques provided in this program. And we will also see how to tackle/minimize the stress and frustration that can come from being overwhelmed by difficult customer interactions. And how to confidently and effectively find the right words when dealing with demanding--or even angry-customers and transforms those difficult customers into loyal customers.

Objectives of the Presentation
  • How to respond to a customer who is bargaining with you?
  • How to approach a customer who is using abusive language?
  • How to say 'No' to a customer?
  • How to not take the negativity personally?
  • How to be kind, helpful and show care/empathy in the difficult situation?
  • How to control anger and listen to the difficult customer?
  • How to tackle when the customer wants to speak with the supervisor/manager?
  • How to gain customer's confidence and take control of the situation?
Why Should you Attend
Getting angry customers to back down and handling your own speech while interacting with them can be very overwhelming. How do you comeback when a customer is being manipulative, over demanding or aggressive? How to regain the control of this difficult situation? How to keep yourself from becoming upset and unraveled when dealing with irate or unreasonable customers?

In this session, you'll learn techniques to deal with those particularly frustrating behaviors and take back the control of the situation. You will also learn to respond to them with the right attitude and turn that angry customer into a satisfied and loyal/valued ally by creating a trust worthy interaction. It's a win-win for both!

Areas Covered
  • Effective communication and active listening skills
  • Maintaining calmness and choosing the appropriate words
  • Overcoming objections from difficult and/or demanding customers and to ensure you're giving them what they truly want
  • How to get difficult interactions back on track and end each one on a positive note
  • Deal with difficult customers with ease, effectiveness and confidence
  • Create a sense of trust and goodwill with your customers
  • Rebuilding customer loyalty and turn them into loyal customers
Who will Benefit
  • Customer service representatives
  • Retail & Sales professionals
  • Call center associates
  • Front desk associates
  • Hospitality workers
  • All employees who interact with customers
  • Managers/supervisors who oversee employees that interact with customers
$200
Recorded Session for one participant
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How it works
Live Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • The webinar joining link, username and password for joining the webinar will be updated on your OCP Account 24 hours prior to the webinar
  • Presentation handouts in Downloadable PDF format will be updated on your OCP Account 24 hours prior to the live session
  • Login to the audio conference on the scheduled date and time
  • Get answers to your queries through interactive Q&A sessions via chat at the end of the session
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account 24 hours after the completion of the session
  • Please let us know your thoughts and views at the end of the webinar, your valuable feedback will help us improve
Recorded Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • Upon purchase of the recorded session a link will be updated on your OCP Account within 24 hours
  • Please click on the link to access the Recorded Session
  • Presentation handouts in downloadable PDF format will be updated on your OCP Account within 24 hours of the purchase of the product
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account after 48 hours of the product Purchase
  • Please share your valuable Feedback at the end of the session
Instructor Profile:
David Rohlander is an internationally recognized speaker, author and executive coach. He has coached executives from Fortune 500 companies, mid-sized companies and government organizations, with a specialty of working with CEOs.

After serving in the US Air Force as a combat fighter pilot and completing an MBA in finance, David joined Merrill Lynch. At Merrill he became a Regional Manager and member of the firm's Management Advisory Council. In 1979 David founded his own company to provide consulting, training, speaking and coaching services for clients including TRW, Honeywell, and Nestle. David has been an adjunct professor at several universities. He did post graduate work with Peter Drucker at Claremont Graduate University, became certified on Situational Leadership with Dr. Paul Hersey and received a BA in History and Literature from Westmont College.

David's passion is helping executives create a masterpiece personally and professionally. That's why he wrote, "The CEO Code," a Best Seller on AMAZON. That success resulted in Penguin/Alpha Books asking David to write "IDIOT'S GUIDES: Management Skills" released in December 2014.

David has "been there & done that" in the military, academia and business. His experience and expertise enable him to deliver for you:

IMPACT - When you survive bullets and missiles on 208 combat missions as a USAF fighter pilot it gives you an edge, a focus and a "can do" attitude.

RELEVANCE - Understanding people comes from knowledge, (MBA in Finance, grad work with Peter Drucker and years of university teaching.) Experience (Merrill Lynch, built three companies and coaching CEOs and executives.) Expertise (perpetual student, disciplined listener and professional speaking for over 30 years + lots of practice.)

RESULTS - 85% of David's new business comes from referrals. There is no higher tribute a client can give than to refer a friend or colleague. He is dedicated to getting you great results and believes that is the best marketing he could possibly do.
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