Customer Service 101: Difficult Customers, COVID-19, And More

Leadership training expert Larry Hammond, Sr. will show you how to transform your customer support apparatus. You will learn how to treat customers holistically to foster satisfaction and build loyalty.

Topics Covered:

  • Why is customer service critical for organizational success?
  • What customer service skills should you foster among your team?
  • How should you deal with unhappy customers?
  • What role does emotional intelligence play in customer service?
  • How can you engage your customer service staff?
  • What steps should you take to create a customer-centric culture?
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INFORMATION
Training Overview

Difficult customers, mask anger, and arguments– oh my! Learn how to make them happy and loyal.

Customers have been driven by pandemic-fueled anger and demand better service but have less patience. They lash out at you because they are worried about getting infected with the Delta variant of COVID-19, tired of changing mask requirements, mourning the loss of loved ones, and feeling the impact of inflation.

Organizations have a 70% chance of selling to existing customers, while the probability of selling to a new prospect is only about 10%. People who have a negative customer service experience are only 40% likely to be repeat customers.

Taking immediate action to provide customer service that combines knowledge, empathy, and engagement will allow you to increase revenue. Your entire team can apply proven techniques to transform demanding customers into loyal supporters.

  • Why is customer service critical for organizational success?
  • What customer service skills should you foster among your team?
  • How should you deal with unhappy customers?
  • What role does emotional intelligence play in customer service?
  • How can you engage your customer service staff?
  • What steps should you take to create a customer-centric culture?
Recommended Audience
Who Should Attend?
  • Human resources professionals
  • Business owners
  • Customer service representatives
  • Customer support staff
  • Operations managers
  • Government administrators
  • Division supervisors
  • Supervisors
  • Chief executives
  • Executive directors
  • Senior management
  • Managers
APPROVAL AND VALIDITY
Credits
  • This program has been approved for 1.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
  • This program is valid for 1.0 PDCs for the SHRM-CP or SHRM-SCP.
What's included
Training includes
  • 1.0 HRCI, 1.0 SHRM
  • Certificate of Attendance
  • All resources and training materials
About

Expert Presenter

Larry Hammond
  • Leadership training consultant and principal of V1H Consulting
  • Over 20 years of senior leadership, coaching, training, and development experience
  • Mentor in business, marketing, sales, human resources, entrepreneurship, and leadership in public agencies and community organizations
  • Certified in Managing Organizational Change (MOC)
  • Certified Strengths Coach
  • Master’s degree in public administration from Tseng College at California State University, Northridge
  • Bachelor of Science degree from Clark Atlanta University