This live webinar/training will be 1 ½ hours in length and will provide live instructor led training.  In this webinar/training we will examine one of the hardest challenges staff face, dealing with difficult customers. Sometimes customers have a legitimate reason to be upset and sometimes they do not. In either case, customer service staff needs to be prepared for dealing with difficult customers and finding ways to win them back.  During our time together, we will focus on skills and tips in de-escalating anger, establishing common ground, and managing their own (staff) emotions.  We will finish this training with practical ways staff can offer real, tangible hope to those they serve.

Recovering Difficult Customers and Providing Hope to All

1 year of access

Earn 1 Continuing Education hour