Defuse Difficult Customer Situations with Confidence

About This Course:

This is the second part in Belding Training's highly acclaimed Dealing with Difficult Customers course. (See Part 1 here).

This workshop builds off the first. You will learn Belding’s powerful Talk Judo for Difficult Customers framework, and over 20 skills and techniques that de-fuse negative behaviour and create positive outcomes, including:

• How to say no without escalating conflict
• The first response that sets you up for success
• How to stop a customer from arguing
• How to get customers to see different perspectives
• The secret to getting customers to follow your instructions
• How to fix misconceptions and unrealistic expectations
• and more!

The course leader

Dealing with Difficult Customers, part 2 is designed and delivered by leading expert, Shaun Belding, CEO of The Belding Group of Companies . Shaun speaks globally on the topic, and literally wrote the book on dealing with difficult customers.

Training Topics:

The core of Talk Judo for service recovery

• The five pillars of Talk Judo
• How to apply principles of the martial art, Judo, to conflict situations

First response

• The importance of the first few words you say in a difficult conversation
• How to apply the first response strategy in different channels - in person, phone and chat

Controlling difficult conversations

• The one secret to controlling the direction and content of all conversations
• How to move from confrontation to collaboration

20 service recovery techniques for specific situations

• Introduction to 20 techniques and the specific situations to which they apply
• Practice executing techniques with real customer examples

After the course

• Four weeks of email reinforcement and self-assessments
• A certificate of completion from Belding Training

Who Should Attend?

People in:

• Customer facing roles (In-person, telephone and digital)
• Technical support
• Managers, Supervisors, Leads
• Escalations
• All experience levels
• All industries

Group Rates and Volume Discounts

If you are looking to book three or more people in a program, or would like to purchase a block of seats to use over the course of a year, contact Belding Training at booking@beldingtraining.com or 1-613-836-3559 to learn about our volume pricing.