Handling Difficult Customer Behaviours
Stress and resilience expert Lana Bullough, is an award-winning speaker, trainer, educator, and musician who combines all of these skills in unique and inspirational ways. She holds a Bachelor’s Degree majoring in Sociology, with 20 years experience career counseling young adults. Through those years of helping others discover their passion, she developed innovative programs and strategies that will help you manage stress and build resilience in a high-demand world.
Today, Lana delivers engaging, humorous presentations on positivity, creativity, communication and healthy relationships. Through keynotes, workshops and the laugh-out-loud musical stylings of her alter-ego, Lana Miranda, she uses her expertise and infectious energy to transform the attitudes and mindsets of every audience she meets.
Dealing with difficult customers can be stressful, anxiety-ridden and can have an adverse effect your entire day, week, year! When we lack the proper tools to overcome difficult customer behavior, it can negatively impact our bottom line not to mention our professional and personal lives. In this course, you will be provided with the tools to handle difficult customer challenges with skill and ease.
- Understand what’s causing difficult behavior and why?
- Identify how to speak so people will listen
- Explore 5 tips to effective listening
- Communicate to de-escalate highly-charged emotions
- Discover your “hot buttons”
- Identify and tame emotions to respond, not react
Who Should Attend
This course will be of value to individuals who deal with difficult customers.
- Service technicians
- Retail clerks, servers
- administrative assistants
- Sales persons and entrepreneurs