Espresso Session - Delighting Difficult Customers

Overview

Difficult customers expect lightning service, best quality and best price. They think they are the only customer you have, treat them as if they are and deliver past their expectations to achieve increased satisfaction and loyalty for your business.

This short workshop will help you to understand and meet your customer’s expectations, by equipping you with the skills to handle difficult customers and to turn any complaints into opportunities.

• Participants will take part in a welcome cocktail party, then they will review and practice using the PACES model, before planning how to apply their learning. 
• Participants will receive a top tips and summary handout to take away.