Handling the Upset Customers and Difficult People

(Generic Outline - All Training is Customized for Individual Clients)

All training programs include instruction, interaction, skills practice, exercises and role-playing on various parts of the course.


Understand and Apply Key Elements of Extraordinary Care
    Intention - Be determined in advance
    Relationship - Build rapport with your customers
    Discipline - Be self-disciplined and practice
    Skill - Learn the skills and techniques required


Call Path Control - The LAMAŠ Technique
    What it is and Why it Works!
    L - Listen
    A - Acknowledge
    M - Make a Statement
    A - Ask a Question


Combine Your Skills for a Resolution
    Attitude - Tone - Product Knowledge - Soft Skills


How to Conclude the Customer Interaction
    Restate Agreements
    Give Assurance of Action or Resolution
    Move the Call to a Better Place
    Sell the Next Step in the Relationship
    Transition to Sales or Conclude the Call
    How to Say Good-Bye


We will customize this course to the situations you have exactly. Let us give you a program that will be accepted by your Customers, used by your Agents and retain your Customers for Life.