Contact Center Agent Training: Managing Difficult Customers

Learn the most effective techniques for remaining calm, professional and always in-control when dealing with even the most difficult customers.

We’ve all heard the saying, “The customer is always right.” But what do we do when the person on the other end of the line is unwilling to accept what you have to say, remains dissatisfied or even becomes abusive? Through ICMI’s Contact Center Agent Training: Managing Difficult Customers online virtual classroom course, you’ll learn valuable strategies for dealing with a variety of difficult customer interactions and take big steps towards managing stress on you, your team members and your customers.

This course begins by helping you identify the three different types of difficult customer contacts and the most appropriate ways you should react to each type. We’ll explore the reasons why customers escalate and how you can handle escalation. We’ll help you hone the invaluable skill of recognizing customer stress and how to responding positively and with empathy in situations when it may be extremely difficult to keep your cool.

ICMI’s Contact Center Agent Training: Managing Difficult Customers online virtual classroom shows you how and why you should avoid excuses and instead offer positive solutions to unhappy customers through negotiation, fixing or educating. And we’ll help you identify when it’s time to say “no” to a difficult customer.

Through role play exercises and ICMI’s expertly crafted education modules, we’ll give you specific ways to diffuse challenging interactions, even when you cannot grant customer requests.

Designed for managers, supervisors and agents responsible for direct interactions with customers who are looking to improve their customer service techniques and gain specific strategies for difficult calls, this course covers:

• Who are difficult customers? How to identify the three main types
• The best ways to deal with unhappy, irritating and abusive customers
• Finding ways to say “Yes” to difficult customers
• Saying “No” to difficult customers
• Managing stress: Tips for you, your team and your customers

Date:	Price:
Feb 17, 2pm to 4pm EST	$245.00

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