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Creating Positive Conversations with Challenging Customers

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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 9130 ratings

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