Dealing With Difficult Customers: Key Tips and Techniques

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    Speaker: Mary Gormandy White


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    Duration: 60 Minutes
    Product Code: 50080
    Level: Intermediate
CEU Approved

This webinar has been approved for 1 HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™ and SPHRi™ recertification through HR Certification Institute® (HRCI®). Please make note of the activity ID number on your recertification application form.

"For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org. The use of this seal confirms that this activity has met HR Certification Institute's® (HRCI®) criteria for recertification credit pre-approval."


OVERVIEW

When you work with the public, you will interact with people from all kinds of backgrounds with different personality styles and temperaments, in a wide variety of situations with varying goals and objectives. No matter what industry you are in or what kind of work you do, there are times you’re likely to encounter customers who may be difficult to deal with. 

Difficult or not, your customers are still your customers – and as a service provider, it is your job to meet their needs. That’s why everyone who works in customer service need to know and be able to apply strategies to effectively deal with difficult customers. 

Providing effective customer service doesn't necessarily mean giving in to all customer requests - particularly when they are unreasonable - but it does require taking steps to ensure customer needs are met. This isn’t a “the customer is always right” kind of training – because customers are not always right. Neither are you! Everyone is wrong sometimes. The focus here isn’t on right or wrong, but rather on providing you with actionable strategies to help you effectively manage (and possibly even prevent!) the difficult customer situations that everyone who works with people (and who doesn’t?) sometimes faces.

WHY SHOULD YOU ATTEND

Attend this informative audio conference and learn what you need to know to improve your skills when it comes to dealing with difficult customers. From learning how to recognize when a customer situation is likely to be difficult to specific response skills, completing this training will help make sure you’re better prepared the next time you face a difficult customer interaction.

AREAS COVERED

  • Maintaining control in difficult customer situations
  • Recognizing customer anger
  • Maintaining an appropriate demeanor
  • Setting boundaries
  • Keeping expectations realistic
  • Effective listening skills
  • Structuring messages for problem solving
  • Moving past difficult customer encounters

LEARNING OBJECTIVES

  • Tips for avoiding taking customer negativity personally
  • Tips for showing empathy
  • Key response skills

WHO WILL BENEFIT

  • Customer service representatives
  • Retail employees
  • Call center associates
  • Sales professionals
  • Front desk associates
  • Hospitality workers
  • All employees who interact with customers
  • Managers/supervisors who oversee employees that interact with customers

SPEAKER

Mary Gormandy White, M.A., SHRM-SCP, SPHR is managing director of MTI Business Solutions, a leading corporate training/talent development firm working with clients throughout the U.S. She specializes in training, assessment and consulting services focused on building better workplaces through developing skills related to HR, management, leadership, workplace relationships, communication, team building, conflict management, employee selection and more.

Mary holds graduate and undergraduate degrees in Communication and her certifications include Senior Professional in Human Resources (SPHR), SHRM Senior Certified Professional (SHRM-SCP) and Everything DiSC® Certified Trainer/Accredited Workplace Facilitator, PXT SelectTM Certified Professional and The Five Behaviors of a Cohesive Team Authorized Partner. Mary’s professional background includes extensive experience in management, HR, instructional design and more. She is a frequent keynote speaker at conferences and association meetings nationwide.

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