Handling Difficult People and Providing Platinum Service


Handling Difficult People and Providing Platinum Service


This course is designed to help employees deal more effectively with hostile situations. Whether customers are internal or external, this course emphasizes that all employees have an obligation to provide exceptional customer service. 

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Upon completion, participants will be able to:

  • Identify hostile and abusive behavior
  • Identify the basic principles of the defusing process
  • Describe self-control strategies
  • Demonstrate an acceptable communication style when dealing with difficult customers
  • Know a positive way to say “NO”
  • Identify effective referral techniques
  • Describe some of the expectations customers have
  • Identify the types of questions to ask to determine customer needs
  • Identify ways to deal with challenging customers
  • Explain the rules of professional telephone behavior

Ideal Target Audience: All Staff Levels