All webinars / Leadership & culture A live online course in two four-hour sessions for anyone whose customer conversations turn emotional, from contact centres to reception and collections.Managing Difficult Customers
When
11:30 am Brisbane · 12 pm Adelaide · 9:30 am Perth · 4 hr
What you’ll learn
- Pausing, choosing a response and staying in control when emotions run high
- Telling the abusive, irritating and unhappy customer apart
- How to say yes, say no, explain why and offer a conditional yes
- Handling abusive behaviour professionally and escalating at the right time
Speaker
Trainer, CX Skills
Global customer service, contact centre and CX trainer, and a specialist in quality assurance frameworks.
Hosted by
CX Skills runs live online public courses on Zoom for customer-facing teams across Australia, New Zealand and Asia Pacific: phone, email and face-to-face service, managing difficult customers, retention, quality assurance, journey mapping and contact centre leadership. Courses run as one or two half-day sessions with trainers such as Simon Blair and Daniel Ord. They're paid, with discounts for groups and ACXPA members.