Training Registry presents Padgett Thompson seminars human resource management Handling Difficult Customers

presents

Padgett Thompson
a division of Rockhurst University Continuing Education Center
Course Description

Handling Difficult And Demanding Customers: A Communications Course
A One-Day Seminar
Dates/Locations, Pricing
Meeting Code: PZF
Learn how to effectively respond to all types of difficult customers through proactive service techniques.

How You Will Benefit ...

Keep angry customers from taking their frustrations out on you

Bring out the best in people who are genuinely upset

Become known as a problem-solver

Transform conflict into cooperation

Feel less stress on the job

Resolve complaints faster

Build up repeat business by satisfying more customers

What You Will Cover ...

It costs five times as much to get a customer as it does to keep one. Here you'll learn the key to maintaining good relationships with even your most difficult customers.

Recognizing and changing customer behavior patterns

Specific phrases you can say to calm different types of people

Why a strategy that works on one difficult person may be disastrous in another

Become A Proactive Service Provider

Customers spend up to 10 percent more for the same product if they receive better service. At this course, you'll discover how to prevent problems before they start.

Listening techniques you should use before choosing a communication style

Important information you can derive from body language and voice

Situational service strategies you can use to more efficiently handle upset customers

2 ways to say "no" - are you choosing the most effective one?

Advance Your Communication Skills

Studies show that 98 percent of customer interactions go more quickly when service providers establish rapport. You'll learn how to meet the challenges of communicating with difficult customers during this session.

Does the customer focus on the people or the problem? What this should tell you about how to proceed

The most effective way to respond to unreasonable demands

Making the customer feel valued from the start

Confidently Defuse The Situation

Angry customers tell up to 20 other people when they are unhappy about the service they receive. This is your chance to learn how to turn around difficult customer behavior.

The 3 most difficult types of customers and how to handle each one

Cutting through the emotion to get the facts you need to solve problems

From simply irate to abusive - how to get through to angry customers

Expertly Resolve Complaints

Impress customers with good service and they'll share their experiences with 9 to 12 people. Here, you'll learn to build loyalty and change difficult behavior by exceeding expectations.

Optioning - a very effective, but often underused, technique

Dealing with customers who only want to talk to "management"

Tactfully handling a situation when the customer caused the problem: How to keep from getting drawn into an argument

Who Should Attend ...

For anyone in a customer contact position who wants to handle difficult people better, resolve complaints faster and cope with job stress and frustration.

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You will receive e-mail confirmation soon. If you are not paying via credit card, you will receive an invoice with payment instructions.
Cancellation Policy:
If you cannot attend a workshop for which you are registered, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.
You can also register by emailing your registration information to us at or calling us at 919-847-0331. Please mention above meeting number and BE SURE TO STATE VIP CODE "919-120001-000 -- Training Registry".

For additional information and schedules call 919-847-0331

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Title:	Mr. Mrs. Ms
*Fields with an "" are required input.**
* Attendee Name:
Position:
* E-Mail:
Company:
* Address 1:
Address 2:
* City:
* State/Province:
* Zip/Postal Code:
Country:
* Phone:
* Fax:
* Contact first and last name:
Approving supervisor first and last name:
	Click here to add more attendees.
Dollar Amount of Transaction: (Please add appropriate sales tax if in SD or WV.)

Payment Information
	Invoice Me, or
	Credit Card Info:
Credit Card Type:	American Express VISA Mastercard
Credit Card Number:
Expiration Date:
Name on Card:

PO # (if applicable):
Tax Exempt #:

Additional Attendees:	Use for listing additional attendees only.
Attendee 2 Name:
Attendee 3 Name:
Attendee 4 Name: (4th is FREE when you register 3)
Attendee 5 Name:
Attendee 6 Name:
Attendee 7 Name:
Attendee 8 Name: (8th is FREE when you register 7)