Working in a customer-facing job – whether in person, virtually, or otherwise – you’re sure to encounter people from all backgrounds, temperaments, and personalities. Chances are you’ll interact with some individuals who will be a joy to work with, while others may sometimes (or all of the time) prove to be more difficult. 

Communication is at the heart of effective customer service. People who interact with customers need to know how to communicate effectively in various customer situations, including those that are difficult. Working proactively to help customers – even those whose behavior comes across as difficult – is key to building lasting customer relationships characterized by loyalty. The communication that takes place between a company’s employees and its customers has a direct impact on the outcome of customer interactions. 

That’s why it’s so important for people in customer-facing jobs to have the communication skills necessary to deal with difficult customer interactions as effectively as possible when they arise (as they inevitably will). 

Of course, providing effective customer service doesn't necessarily mean giving in to all customer requests—particularly when those requests are unreasonable—or taking unreasonable verbal abuse from customers. However, it does require taking steps intended to defuse difficult interactions while remaining focused on identifying and meeting customer needs. That’s exactly what you’ll learn from this training program.

• Customer service representatives
• Customer-facing employees
• Sales professionals
• Call center team members
• Customer service supervisors & manager
• Communication professionals
• Talent development professionals
• Everyone who interacts with customers