Objective: 
Handling challenging or emotional customers requires special skill and diplomacy. The ability to master these skills is what it takes to make you a Customer Relations Specialist. This seminar will focus on practical, adaptable skills that will help you understand your challenging customer as well as how to effectively deal with them. You will learn how to demonstrate your authority and credibility, how to assess the different types of challenging customers and what solutions can lead to a "win-win" outcome.

Content:
Upon completion of this course you will:

• Identify five things you must understand about your emotional customer
• Recognize seven patterns of difficult behavior
• Give the emotional customer what they want
• Identify the rules for commincating with the emotional customer
• Learn coping strategies with challenging customer
• Learn the right words to use with the emotional customer
• Understand how to gather the necessary information to solve the customer's problem

Who Should Attend:
Customer Relations professionals who would like to understand their challenging customers, and how to deal with them.

Type: Customer Service

CEU: 0.60

This course qualifies for:
CSR Certification (Elective)

Fee: $209 ASE members/$289 non-members

Date	Start	End	Location	Instructor
TBD	9:00 am	4:00 pm		Image Group Enterprises	Register