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Dealing With Difficult People - Spokane
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Dealing With Difficult People - Spokane

If you’re going to work in a customer service related field, then difficult customers are unavoidable. In this session you will learn to take the drivers seat in managing the difficult conversation or interaction.

When: August 16th
Where: CenterPlace
2426 N Discovery Place
Spokane Valley, Washington  99216
United States
Contact: Sloane Cerbana

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If you’re going to work in a customer service related field, then difficult customers are unavoidable. One of the
most important skills that any professional can have is the ability to be able to deal with people in less than
perfect circumstances. This class will teach you how to do exactly that, and more!

At the end of this class, the attendees should be able to:

  • Realize that difficult customers come in all different kinds of varieties, and each requires their own communication patterns
  • Identify which customers are worth fighting for and which customers are better to let go.
  • Successfully use Operant Conditioning methods when dealing with difficult people
  • Understand when it is time to walk away from the table with a customer
  • Realize the role that communication, verbal and non, play in our customer relationships, as well as the effect of personal perception on situation resolution
  • Understand why some customers ARE worth fighting for
  • Understand how their actions interacting with customers directly effect the bottom line NOI of their properties
  • Utilize successful conflict resolution methods
  • Develop and Use a "Let Me Tell You What I CAN Do" Attitude with even the strangest resident requests
  • Effectively deal with a verbally abusive customer


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