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Creating Positive Conversations with Challenging Customers (2019)

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Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.

Syllabus

Introduction

Telling a customer what you can do

1. Working with Difficult Customers

Be positive with customers, not provoking
Pacing your customers
Ask what else your customers may need

2. Positive Positioning Skills

Use partnership language with customers
Overcome resistance with customers
Empathize for positive interactions with customers
Words and phrases to avoid, and better options
How to apologize to customers

3. Positive Positioning in Action

Positioning your return and refund policies
Issues with billing or customer rewards
Your competitor is better

Conclusion

Start, stop, continue exercise

Taught by

Myra Golden

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4.8 rating at LinkedIn Learning based on 3361 ratings

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