NCCOMMI015 — Dealing with Difficult People
If an employee is regularly facing customers, then the toughest part of their job is dealing with and resolving customer problems.Customer interactions can be complex and emotional, whether it?s angry clients or conflicts resulting from differing expectations. Solutions are not always found by apologizing and being polite.In this course, participants will gain skills and tools for resolving situations and managing emotions (both the customer?s and yours).Participants will also work through tough situations with the help of exercises and skill practice.