Having Difficult Customer Conversations
Last Updated 03/2024
English
Export to your LMS
Full Lifetime Access
Self-Paced
Finish in
60 mins!
Finish in
60 mins!
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
No Certificate
Provided
Provided
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
In this course, you will learn how to conduct the inevitable difficult conversations that arise with customers through empathy and understanding of their personality types, as well as some tactics for diffusing upsetting situations.
Skills covered in this course
Description
Maybe your Customer wants a greater discount or your company has raised its rates. Those are just two reasons you might need to have a difficult conversation with a Customer. Whatever the reason, you want to handle these conversations to have a positive outcome. This four-part course reveals how to handle the uncomfortable conversations that inevitably arise. Focused on Customers but could apply anywhere.
Table of Contents
Get Started: Why handling issues well matters.
Know Who You Are Talking To: Shows how to tailor the conversation to the Customer's personality style.
The Conversation: A case study that reveals how to best conduct the actual conversation.
Wrapping Up the Conversation: How to use conflict resolution techniques to achieve a satisfactory outcome for all.
Author
We’re an experienced group of sales and marketing leaders, and education and coaching stalwarts. We’ve all held senior positions at global corporations, or rolled up our sleeves to turn start-ups into successful international businesses, and in many cases we’ve done both.
Having Difficult Customer Conversations
Having Difficult Conversations With Your Customers 1 - Get Started
Why handling issues well matters
Having Difficult Conversations With Your Customers 2 - Know Who You Are Talking To
Shows how to tailor the conversation to the Customer's personality style
Having Difficult Conversations With Your Customers 3 - The Conversation
A case study that reveals how to best conduct the actual conversation
Having Difficult Conversations With Your Customers 4 - Wrapping Up the Conversation
How to use conflict resolution techniques to achieve a satisfactory outcome for all
Frequently Asked Questions
This course is designed for employees and supervisors who need to complete Having Difficult Customer Conversations training
Yes. This course is designed to meet applicable federal requirements and commonly mandated state standards. Always confirm specific state or industry requirements with your local regulations.
The course takes approximately 60 minutes to complete and can be paused and resumed at any time.
No. This course does not include a certificate of completion.
Yes. You can assign this course to individuals or groups using Coggno’s LMS, or purchase multiple seats for your team.
Yes. This course can be exported for delivery in most learning management systems (SCORM compatible).
Yes. The course is fully self-paced and available 24/7.
Yes. This course includes a knowledge check to reinforce learning and verify completion.
Learners have lifetime access from the date of purchase.
Yes. A preview is available so you can review the course format and content before purchasing.
Yes. Content is reviewed and updated as regulations and best practices change.
Yes. This course is available for free with an active Prime Subscription.
Yes. Refund requests can be submitted within 30 days of purchase.
