http://ift.tt/1xIO0qy Anyone who has dealt with a difficult customer knows how the experience can impact your attitude and performance. The difficult customer can break one’s concentration, raise stress levels, and rob effectiveness with other customers. Unfortunately many times the customer is left frustrated, or even worse, angry, which may likely lead to future difficulties. This complimentary webinar will provide techniques to help de-escalate real-life difficult customer situations, with high bills and delinquent customers being the top two! Learn how to empower your staff to minimize the negative impact of challenging encounters.
How to remain in control of any situation
Learning to be an empathetic listener
Recognizing the root source of most misunderstandings
Tips on de-escalating high bill complaints
Working with delinquent customers for positive and successful outcomes
Simple technique to eliminate future misunderstandings and repair damaged relationships
Dave Saxby has spent the last seventeen years working exclusively with rural telephone and power companies helping them to measure and improve the service experience they provide their customers. Measure-X specializes in industry-specific customer service and sales training along with support systems for the development of your coaching and management performance.
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