When people or customers we contact are angry or frustrated, our normal reaction is to think that it is because something is wrong. As we look for the fault in ourselves, we feel guilty, become defensive, even emotional and therefore we handle the situation rather badly. In fact, customer complaints have a positive side: they let us know how customers react.
Thus, to ensure that we satisfy angry customers and keep them coming back as contented clients, we must know how to handle difficult situations in a professional manner.
This programme focuses on tactics to deal with difficult situations, as well as skills to convey confidence and enthusiasm to serve customers better.