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Dealing with Difficult Customers

This session will provide techniques to stay calm and communicate to defuse challenging situations. Participants will learn how to adapt service recovery strategies and adapt methods to make it work well with their customers.

60 Minutes
6 months
Webinar Id:
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Recorded Version

$195. One Participant
$395 Group Attendees

Group Attendees: Any number of participants

Recorded Version: Unlimited viewing for 6 months ( Access information will be emailed 24 hours after the completion of live webinar)


Your customers are undoubtedly the most important aspect of your business; therefore, it is important to service the customer experience at every touch point in every situation.

From the moment your customer meets a staff member in person or on the phone, whether they are dealing with a complaint, internal issue or concern, your customer expects to feel welcomed, understood, taken care of and important.They also rightfully expect professional service.

When dealing with upset and irate customers, employees must ensure that the company is represented in a professional manner.

Due to the stressful nature of difficult encounters, it is important to have the tools and strategies to understand how to deal with situations effectively in order to provide exceptional service.

Why you should Attend: Customers, have greater expectations than ever before. In today's competitive market, the need to deliver exceptional customer service is vital in order to differentiate your organization from your competitors.

Dealing with complaints and upset customers can be a challenge.

This session will provide techniques to stay calm and communicate to defuse challenging situations, service recovery strategies and methods to make it right with your customer.

Areas Covered in the Session:
  • Setting "The Four Needs of the Customer" as a foundation
    • How to make your customers feel welcome, understood, taken care and important
  • Utilizing the science of the brain to understand and influence others
  • Dealing with "Difficult Customers" using power tools including:
    • Managing "Hot Buttons" - yours and theirs
    • Disarming techniques
    • Using active listening
    • Employing empathy skills
    • The Alert system
  • Identifying and practicing Stress Busters

Who Will Benefit:
  • Anyone who Works with Customers Face to Face or over the Phone

Laurie Flasko CSP, CEC, works with organizations who want to WOW their customers, build strong teams and create cultures where people love to work.

Laurie is a sought-after speaker, trainer, executive coach, and an expert in customer service. She has over 20 years of experience in the fields of customized training, customer service, leadership development and team building. She has helped companies build service cultures that deliver outstanding customer service and business results. She has worked with organizations such as White Oaks Conference Resort and Spa, where her customer service programs have helped them receive numerous awards and recognition as well as high business results, Alectra, Samsung, Scotia bank, General Motors, Walker Industries, Immigration, and Henry Schein to name a few.

Laurie is the co-author of Bullying Is Not a Game: A Parents’ Survival Guide, where she shares a powerful story of her daughter’s journey through bullying along with practical advice and tips for parents on how to “get through and survive”. Today Laurie focuses on bringing out the best in people and organizations and believes simple acts of kindness pays big dividends.

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