Training Course Syllabus:

Handling Confrontational Customers Webinar - Customer Service / Sales Webinar

Program Description:

Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional, and helpful, no matter what the situation or who you’re dealing with. Sure, that’s easy when you’re handling the dream customer — you know, someone who is polite, reasonable, and willing to listen.

Instead, you often find yourself having to handle the opposite: customers who are rude, confrontational, even bordering on abusive!

Dealing with irate customers causes stress and customer service burnout!

That’s why we created a powerful new webinar: Handling Confrontational Customers. You’ll discover how to use your voice and word choice to control and calm the situation. You’ll even get some great techniques for quick de-stressing — so you can stay positive and not let one bad apple affect your next interaction … or the rest of your day!

Handle confrontational customers without losing their business — or your cool

This amazing one-hour webinar will teach you how! You’ll be prepared to handle any customer who com es your way — and still manage to keep a smile on your face. Enroll in Handling Confrontational Customers today.

A Look at Your Agenda

• Warning signs that let you know you’re dealing with a customer “working themselves up” to a confrontation!
• Guidelines for handling and disarming confrontation — whether they’re hurt, angry, or upset
• How you could accidentally make the situation worse with what you say — and what to say instead
• Using your tone of voice and body language to de-escalate the situation
• Simple phrases that can help defuse hotheads quickly — so you can deal with their issues!
• Techniques for developing a rapport with the customer — and how it can save the situation
• How to weather customer fury like a pro — without getting upset yourself!
• Words and phrases that will help cool a situation down — and convince the customer you’re on his or her side
• 3 great stress busters that will alleviate tension, so you can stay calm and cool under pressure

Webinar Time: Webinars last 60-90 minutes

2:00PM ET

1:00PM CT

12:00PM MT

11:00AM PT

Q & A Session!

Upon enrolling in the webinar, you will have the opportunity to submit your questions via e-mail. Time permitting, your trainer will address questions from webinar participants. Many questions will be addressed in the Webinar itself. Others will be addressed in the supporting materials that will be available exclusively to webinar participants.

Your confirmation will be delivered via e-mail, so an e-mail address is required for registration.
Within 2-3 business days after registering for a National Seminars Training webinar, you’ll receive an email with specific instructions, a Web link, and a unique enrollment ID that you’ll use to connect to the webinar.

Seminar Summary:

Staying calm, cool, collected — and service focused!  (see full course description)

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