Dealing with ‘Unreasonable’ People

Course ID
Customer Service Training
Lecture, Online, Seminar

Customer and client support teams are the first point of contact during any new interaction. Are your front line staff able to maximize business opportunities while at the same time build strong relationships and manage customer loyalty?

Seminar Description:

Customer service providers often are the first people having to deal with angry, upset or unreasonable people. This session will look at what makes people “Unreasonable” and how we can react to turn the situation around.

We will examine how we can use proven Trainwest Psychological Strategies & Techniques to institute a sequence of events to resolve the situation.

Key Learning Points:
  • Learn and understand the games people play to manipulate the situation in their favour
  • Learn a process on how to deescalate "the situation"
  • Learn how to apply the three (3) Rules of Communication
Session Time(s) Duration Delivery Required Program Enrolment Instructor
1:00pm – 2:30pm
1.5 Hours Webinar Customer Service Training Randy Hnatko, MBA

Our Sales Training & Development Program and its trainers have been helping Sales Professionals excel since 2004.