Handling difficult customers either face to face or on the phone can be an intimidating or challenging task especially if it is charged with irrational statements and emotion. Your natural reaction would be to feel defensive and try explaining why the situation occurred. This kind of reaction will only make the situation go worse.

According to research, for every twenty-five customer complaining, only one expresses feelings and thoughts directly to the company that is responsible for the problem. The rest of unhappy customers will not contact you instead will tell others regarding their unpleasant experience. Often, this comes with a compounding effect and there can be hundreds of prospective clients with negative perception about your company but you won't know the damage it can bring to your credibility and losing sales opportunities.

Hence, they need to be handled effectively and get satisfied.This is important for you and your company's success.

In this module you will learn:

1. Anatomy of Complaints (Customer Value Pyramid)

2. Concept of Moment of Truth – Rapport Building

3. The Complaint – How to Control It

4. Solutions to handle different types of difficult customers

5. 4 Golden Sutras of Good Customer Service

6. How to Say No

There will be 2 case studies to connect with the topics.