Doing More With Less, Dealing With Difficult Customers

This workshop analyzes the behaviors that make customers difficult. Participants are taught:

·        How to identify which of the customers’ four basic expectations are not being met.

·        How to manage service responses that lead to favorable customer outcomes.

·        How to employ negotiation jujitsu, BATNA, and principled negotiation toward leveraging conflict resolution.

·        How to engage and recognize communication based behaviors to reduce conflict and disarm difficult customers.

·        How to productively exercise and demonstrate stress management techniques when dealing with difficult customers.

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