Customer Service Training: Dealing with Difficult Customers
What you'll learn
- How to deal with difficult customers.
- Conflict management skills for customer service.
- You will learn the ECA method, which will give you the soft skills and the strategy that you need to manage demanding customers
- You will discover customer relationship management skills that will allow you to diffuse difficult situations with angry customers.
- You will be able to implement this in your company and replicate it for your customer service training sessions.
Requirements
- To be open-minded/
- To not be a hater or a troll. In this course, we talk about how to calm you and bring you peace, so that you don’t make our days worse… I wouldn’t want for you to discover how we do it ;)
- Eagerness to improve your customer relationship management skills.
Description
Customer service is a necessary soft skill for anyone that has interactions with customers often. And knowing how to deal with difficult customers should be part of any customer service training, as this is a skill that can turn angry customers into brand ambassadors.
This course will show you the ECA Method for conflict management with difficult customers:
E = Empathy: Show sympathy and empathy to your customers.
C = Take Control: To achieve conflict resolution in customer service, you must take control of the situation.
A= Advocacy: Where we focus on turning upset customers into brand advocates.
Whether you are in customer relationship management, sales, business development, logistics, customer support, customer experience… this list could go on and on forever; the point is: if you deal with customers often, then you must be ready for conflict resolution with upset customers
Who this course is for:
- Customer service managers.
- Customer service representatives.
- Sales professionals.
- Customer relationship managers.
- Customer support professionals.
Instructor
![Gustavo Escobar Henríquez](data:image/svg+xml,%3Csvg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64"%3E%3C/svg%3E){kind=avatar}
- 4.5 Instructor Rating
- 13,068 Reviews
- 70,504 Students
- 26 Courses
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63,000 PROFESSIONALS ENROLLED IN MY COURSES... THAT'S ONLY POSSIBLE WITH QUALITY COURSES!
In 2008 I started in the professional training industry and since then I have worked with and trained professionals from companies such as Sony, Yahoo, Mitsubishi, Avon, Intel, Amazon, BMW, Uber, Luxury Collection Hotels, and thousands of other companies.
As an online instructor, more than 63,000 professionals from almost 150 countries have enrolled in my courses.
Now, my main goal is to be happy and help other people to be happy as well. I know that might sound very “cliché” or even “cult” like ?, but it is true that I am obsessed with learning how to live and be better and happier, and share what I learn with more people, and helping others.
Now, above all, I am a family man, happily married, and father of two cuties who will possibly be the next step in the evolution of humanity. I am a good friend (one of those that you can really count on wherever you need anything) and I like to make new friends. I have no other choice because until I was 18 years old I studied in 9 schools, in 6 different cities and I did my university in another city.
In fact, if you are one of my best students, I bet we might become friends ?. That's what usually happens.
Besides being an extremely happy person, I'm a serial entrepreneur and a born salesperson. I love lead gen and sales and learning, reading, and watching everything I can about personal development and business.
I am also a lawyer, with a Master's Degree in Financial and Stock Markets.
I started my first business at 21 years old, and since then I have built a strong background in lead generation, sales, and management, where I focused most of my time. Having sold different products/services all over the world, including EMEA, LATAM, North America, Asia, Australia…
Enroll in any of my courses and let me help you develop your skills.
I am looking forward to knowing you.?
JOIN OUR AWESOME COMMUNITY NOW
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63.000 PROFESIONALES INSCRITOS EN MIS CURSOS... ¡ESO SOLO ES POSIBLE CON CURSOS DE CALIDAD!
En 2008 empecé a dedicarme a la formación de profesionales y desde entonces he trabajado y formado a profesionales de empresas como Sony, Yahoo, Mitsubishi, Avon, Intel, Amazon, BMW, Uber, Luxury Collection Hotels y miles de empresas más.
Como instructor online, más de 63.000 profesionales de casi 150 países se han inscrito en mis cursos.
Ahora bien, mi objetivo principal es ser feliz y ayudar a otra gente a ser feliz. Sé que quizás esto suena a “frase sacada de una secta” ?, pero es cierto que estoy obsesionado con aprender a ser y vivir mejor y más feliz, y compartir lo que aprendo con más gente, y ayudar a otras personas.
Soy un hombre enamorado de la vida y de mi familia, felizmente casado, padre de dos preciosidades que posiblemente sean el próximo paso en la evolución de la humanidad. Soy un buen amigo y me gusta hacer nuevos amigos. no me queda otra opción, ya que hasta los 18 años estudié en 9 colegios, en 6 ciudades diferentes y la universidad la hice en otra ciudad.
De hecho si eres de mis mejores estudiantes, seguro que nos haremos amigos ?. Es lo que suele ocurrir.
Además de ser una persona extremadamente feliz, soy emprendedor en serie y vendedor/comercial de nacimiento.
También soy abogado, graduado en Derecho en Madrid, y con un Máster en Mercados Financieros y Bolsa.
Amante de la venta y la actividad comercial, de aprender, leer, ver todo lo que pueda sobre desarrollo personal y negocios.
Soy un soñador, un inconformista y siempre con ganas de aprender más y mejorar mis habilidades y conocimientos.
He vivido o pasado largas temporadas en Guayaquil y Quito (Ecuador), Madrid y Valencia (España), California, Nueva York, Florida (EEUU) y Hertfordshire (Inglaterra), Bruselas (Bélgica). Y actualmente vivo en Sacramento, California.
He creado varias empresas; he intentado alcanzar el éxito profesional con varios negocios y fallado en varios de ellos y aprendido de esos fallos. Conozco lo que es haber quebrado y no saber cómo pagar los sueldos de mis trabajadores el próximo mes, o incluso el alquiler de mi casa y devanarme los sesos hasta encontrar una solución. También conozco el lado opuesto y no hace falta que te diga que ES MUCHO MEJOR.
Ahora hago lo que me apasiona: ayudar a empresas y personas a conseguir sus metas y objetivos.
Mis especialidades en el área de formación son Ventas, Marca Personal y LinkedIn Marketing, LinkedIn para empresas, Customer Success, Atención al cliente, Ingresos Pasivos e Ingresos Online.
Inscríbete en uno (o varios ?) de mis cursos ahora y permíteme ayudarte a desarrollar tus habilidades.
Estoy deseando conocerte.?
ÚNETE A NUESTRA INCREÍBLE COMUNIDAD AHORA