Difficult Customers

Course# TD1118

Categories: Customer Service

Level: Fundamental

Pre-requisites: None

Target Audience: Individuals interested in learning how to deal with difficult customer situations.

Course Description:

In this session participants will:

  • Demonstrate strategies for dealing appropriately with difficult customer situations.
  • Learn about saying "No" to customers.
  • Learn about anger management.
  • Gain agreement from unhappy clients.
  • Learn processes to positively deal with complaints and conflict situations.
  • Learn and practice handling difficult objections.
  • Handle incoming call complaints.
  • Manage the angry interaction.

Presented by: University Business Office

Session Information:
Wednesday, September 12, 2012
9:00 AM – 11:00 AM
Wine-Price

Part of the Customer Service at JMU: EveryONE Makes a Difference series.


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