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Handling Tough Customers
Course Number:
5-6-GO
Recommended Duration:
1 Day
Intended Audience:
All Employees
Course Overview
This course helps students examine their attitudes about customer service and suggests ways to increase customer service performance. Students will assess their behavior regarding having a positive attitude, encouraging feedback, responding to problems, handling difficult customers, developing long term customer relationships and trying to exceed expectations.
Objectives/Topics
As a result of taking this course, you will learn to:
Describe characteristics of good and bad customer service.
Identify your internal and external customers and their general expectations.
Anticipate and respond to common customer complaints.
Diffuse the angry customer.
Solve customer service problems.
Prerequisites:
None
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