Support Challenging Customers

Planning Information

The duration of this course is 2 Hours.
Classes are priced from $2,250.00. See individual sessions for details.


Learn the skills necessary to effectively manage sensitive situations in person and on the phone. (Priced per workshop; maximum of twenty participants.)

As a standard, the 2-hour professional development workshop includes:

  • A range of 1-3 skills learned
  • 1-3 tools covered
  • One group exercise
  • Distributed Learning (pre/post work)

Available value-add supplements include:

  • Job-Aid/Hand-Out
  • Additional Post Work
  • Workshop Summary with facilitator insights
  • Access to workshop recording for up to 14 Days

A Masterclass includes all of the above plus:

  • Industry Specific Experience
  • Access to workshop recording for up to 30 Days (vs. 14)
  • Small Group Work (three additional 60 minute role-play/deep dive sessions for small groups)

At Completion

  • Know how to use scripts and tools to overcome objections and difficulty
  • Be able to deliver exceptional service on the phone as in person.

Course Outline

Deal with Challenging Customers

  • Turn Challenge into Cooperation
  • Competitive vs. Collaborative Language
  • Feel, Felt, Found: Overcoming Objections
  • ASAP Script for Challenging Customers

Customer Service on the Phone

  • Differences: Phone vs. In-person
  • Telephone Voice
  • Greetings & Personalized Service
  • Remembering Names
  • Closing
  • Ten Commandments of Service

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