The C&UX Expo logo

27 & 28 MARCH 2019

ExCeL LONDON

Debbie Barrow: Speaking at the Call and Contact Centre Expo

Debbie Barrow

Virada Training

Words to Influence Difficult Customers

The impact that ‘difficult’ customers can have on business and staff is huge. However, only 1 in 4 staff feels qualified to handle demanding or complaining customers. In this session, you’ll learn words to help manage customers who demand, interrupt, shout, accuse, who is sarcastic or try to take over. These influential words help you to BE in control, yet enable the customer to FEEL in control.

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