•  Training designed for anyone who serves or communicates with customers on a daily basis.

• Recommended group size — 12 participants

• Training duration — 6 hours (in person or remote)

• Practical training based on real customer situations

Participants will gain knowledge and develop skills for:

• Better understanding of customer behavior and actions.
• Effective and high-quality conversations.
• Valuable argumentation.
• Handling customer objections.
• Maintaining emotional balance.

Dealing with Difficult (Negative) Customers — Training Topics

• Factors influencing customer actions and behavior.
• The influence of customer personality types on actions and behavior.
• Stereotypes in dealing with difficult customers.
• Structure of a conversation with a difficult customer.
• Handling customer objections. Reaching agreement with the client.
• Core principles for maintaining emotional balance with difficult customers.
• Hands-on analysis of conversations with difficult customers.