Dealing with angry customers is always difficult. Often, we are tempted to simply hand them off to someone else, or to offer them a lame promise in order to placate them. What if there was another way; a way that was less stressful, more effective, and much, much easier?

In our two-hour sales training workshop, Handling Customer Conflict, you will acquire all the skills to transform irate customers into first rate customers. This highly interactive customer relations seminar will help you identify and resolve customer complaints in an easy, positive way. Our senior level sales training instructors know what it is like to deal with unhappy customers, and they will coach you through a set of proven strategies to empower you to defuse these delicate situations. During the workshop, you will receive hands on practice in using a complete set of tools to equip you to resolve client conflicts swiftly and smoothly.

On-Site Training: can be tailored to the needs of client organization and delivered on-site at time and location of client choice.

Objectives:

Participants will learn to:

Develop effective active listening skills to gain a better understanding of client issues.
Follow the 3 F’s formula to conduct a successful conflict resolution conversation from start to finish.
Incorporate mirroring techniques to establish trust and confidence.
Ask the right open and closed-ended questions to clarify conflicts and disputes.
Institute trial statements to generate non-linear solutions.
Use client objections to open additional sales opportunities.
Use the Reframing process to defuse aggressive attitudes.
Analyze experiences to synthesize new conflict resolution strategies.

For more information and pricing, please complete this form and we will email you a confidential Annotated Outline that will provide you with an hour by hour description of this training seminar.

Class Size:	8-20 (Please note that we can increase the class size for private seminars)
Length:	2 hours
Time:	Variable