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Course ID: psplcsdc_vod

Customer Service: Difficult Customers

The cost of getting a new customer is seven times more expensive than retaining an existing one. So, businesses providing great service to all customers, especially those who become difficult, are positioned for continuous growth. By teaching customer service personnel how to understand, approach, and communicate with a difficult customer, this course empowers customer service personnel to contribute to the company’s growth rather than deter it. Emphasizing the actions and behaviors that can frustrate customers, this course teaches techniques for handling a perceived difficult customer and shows employees why and how to welcome a complaint. Present this course so all customer service employees learn how and why properly handling difficult customers translates to more sales and customers.

4 Lessons
6-11 Minutes
Closed Captioning
5 Questions