Managing Difficult Customers and Complaints
Sales and Service Masterclass
Overview:
The program examines how to effectively resolve conflict, whilst preserving and reinforcing a positive relationship with the customer. Excellent practical advice is offered that will assist sales people, helping them to work through solutions in logical stages.
Key Training Points:
* Acknowledging and empathising with the customer
* Effective management of conflict
* Do’s and don’ts for salespeople when dealing with difficult customers
* Appropriate language to diffuse customer hostility
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