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Dealing With Difficult Customers

OnDemand Webinar (60 minutes)

Learn how to diminish customer issues and create a happier, more rewarding customer culture.There are times when customers seem exceedingly unreasonable in their requests. They become angry and hostile, even disrespectful. Yet, cooler heads prevail and more importantly, customers are the reason for the business. A superior experience generates return customers and diehard loyalty. In this age of social media, great customers spread the word like wildfire, attracting hordes of new customers on a limited advertising budget. Combined with the fact that 86% of consumers will pay more for a better experience. Therefore, we need to do what we can to protect the brand, create win wins and ensure customer success. You must attend this topic, to diminish customer issues and create a happier more rewarding customer culture. Customers provide the focus for the organization. Customers provide your company's success or failure. Customers can make or break an organization. The reason is if they are unhappy, they will tell others and then they will leave your company to a competitor. This material provides answers to the issues you have and how to quickly correct them.

Authors

Drew Stevens, Ph.D., Stevens Consulting Group

Agenda

Get Into the Mind-Set of Your Customers - What Do Customers Really Expect?

Discover What Customer Service Excellence Really Means

Tips for Dealing With Difficult Customers

How to Regain Control of Pushy Customers

Why Customers Are Unreasonable

Impact of Culture and Difficult Customers

Tips and Techniques to Negotiate With Customers You Can't Afford to Lose