Dealing with Difficult People

It is hard to maintain your calm and not take it personally when your customer is being difficult or rude, yet that is what is necessary for business. This class will show you ways to communicate more effectively with the unhappy customer and find a positive solution.

Topics Include:

• Understanding the difference between difficult vs. upset people.
• What makes a person difficult.
• Learn the skills to master managing difficult people.
• Learn the three stages of conflict and how to manage the customer.
• Quick tips on how to handle common hassles.
• 10 active listening tips.
• How to avoid escalation.