Commercial
Managing Objections Handling and Difficult Customer Interactions
- 90 mins
This course equips you with skills to turn objections into opportunities. You will learn how to handle objections and challenging customers effectively by developing empathy, listening actively, and using body language and tone of voice to de-escalate difficult situations.
Learning Outcomes
At the end of the course, the learner would be able to:
- Identify the different types of objections, complaints and awkward situations that can arise when interacting with customers.
- Develop and use effective strategies to address common objections from customers confidently.
- Learn techniques for turning dissatisfied customers into happy ones.
- Demonstrate empathy and effective communication techniques to manage the different types of awkward customer interactions.
- Apply effective de-escalation techniques to different types of challenging customer interactions
- Apply problem-solving and conflict resolution skills to manage challenging customer interactions and create positive outcomes.
Course Outline
Below are the modules for the course:
- Identifying the Objections and Complaints of Difficult Customers.
- Handling Objections with Confidence.
- Dealing with Complaints and Turning Dissatisfied Customers into Happy Ones.
- Handling Difficult Customers with Empathy.
- Top De-Escalation Techniques for Difficult Customer Situations.
- Problem-Solving and Conflict Resolution Skills for Positive Interactions.
Commercial
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