Handling Complaints and Difficult Customers

Free

This course is about one of the many crafts of retail. We talk about the skill of turning a difficult moment into one you feel good about. Not only for the customer, also for yourself. You will learn - why that moment of coming face-to-face with a fuming customer is physiologically harder than it looks, - discover a three-second tool that interrupts the stress response before it shapes what you say, - practise a four-step framework that gives you specific, human language for the conversation that follows.