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Working with Upset Customers

ID : 16714   
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After completing this workshop, participants will be able to use their empathy skills to demonstrate their understanding of customers’ needs and requests; diffuse a customer’s anger; more effectively handle customer complaints; effectively communicate what they can and cannot do for the customer, while maintaining appropriate flexibility; learning how to say “no” and “yes, but” to customers; how to facilitate Service Recovery on the spot, for customers when things have gone “wrong”; and more confidently respond to upset customers.

Class Details

1 Sessions
Weekly - Mon

NRV Mall Site

Robert Kenney 

CEUs : 0.375



Schedule Information

Date(s) Class Days Times Location Instructor(s) Instructional Method
10/19/2020 - 10/19/2020 Weekly - Mon 8:00 AM - 12:00 PM Christiansburg, NRV Mall Site  Map, Room: 142 Robert Kenney  Lecture