Instructor Name: Sara Fraser

Sponsors: Haas Performance Consulting & AutoLeap

Course Title: Strategies for Dealing with Difficult Customers

Course Description: Ever had a really great/incredible day destroyed by a customer? Yes, you know the one. These situations disrupt business, affect the work environment, and suck all the energy out of you.
It is a tough job to be helpful and provide great customer service when a guest is
confrontational, unreasonable, or over-demanding. Let’s not overlook the impact on your
store’s profits. Many times, these situations result in performing work for no pay, refunds or
even a lost customer. And don’t forget your reputation is at risk.
· Learn techniques to identify the “difficult” customer early.
· Discover creative ways to cope with guests’ demands and complaints.
· Gain strategies to resolve complaints quickly — and to everyone’s satisfaction.
· Repair broken relationships with guests that might have been lost forever.
Handling tough customers becomes another one of your strengths. No longer be challenged
with difficult customer interactions and enjoy work with less stress and fewer frustrations.