Contact Hours: 3
The course guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn’t right, but who is a customer, and who – with skill – will still be one in the future.
Once participants have completed this program, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:
Understand why a customer might be shy.
Help an undecided customer come to a decision.
Deal with rude customers.
Educate an uninformed customer and create additional customer loyalty in the process.
Deal with a customer who isn’t right, but who is a customer, and who - with skill- will still be one in the future.
After reading the material, you will have a chance to play an online game that presents hypothetical scenarios for you to analyze. Multiple-choice questions included.
Module 1 Strategies for Challenging Customers
The Uncommunicative Customer
The Uninformed Customer
Module 2 Strategies for Challenging Customers
The Wrong Customer
The Rude Customer
The Undecided Customer