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LinkedIn Learning

Creating Positive Conversations with Challenging Customers

via LinkedIn Learning

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Overview

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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
  • Why telling a customer what you can do is important
1. Working with Difficult Customers
  • Be positive with customers, not provoking
  • Pacing your customers
  • Ask your customers "what else?"
2. Positive Positioning Skills
  • Use partnership language with customers
  • When you can't give the customer what they want
  • Positively prime customers
  • Words and phrases to avoid and choosing better options
3. Positive Positioning in Action
  • Positioning controversial policies
  • Issues with billing or customer rewards
  • Politely distancing from hot topics
Conclusion
  • Start, stop, continue exercise

Taught by

Myra Golden

Reviews

4.8 rating at LinkedIn Learning based on 6983 ratings

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