Difficult Customer Workshop Series

Are difficult customers taking too much time despite the fact your employees are knowledgeable and doing everything possible to address customer concerns on initial contact?

Reward and retain your best employees with this Series designed to refine their challenging customer skills. Increase employee morale and productivity as a result of their renewed confidence in doing great work!

Session I: Intentional Customer Interaction

Understanding how you communicate allows you to choose the way you respond to customers regardless of the situation. As a result of participating in this session you will gain the following skills:

• Demonstrate two non-verbal “How Not to Get Shot” techniques (courtesy of Michael Grinder & Associates) to convey messages that are other than positive;
• Demonstrate two verbal techniques to check perception and clarify understanding of messages received from others.

Session II: Communicating with Compassion

Communicating your willingness to care for and about your customers creates repeat customers. As a result of participating in this session you will gain the following skills:

• Explain how your preferred communication style might be adapted to enhance customer interactions;
• Describe two ways you can better manage your contracting emotions.

Watch for Fall 2010 Workshop schedule coming soon!

On-site workshop is available by request. Contact us for more information.