Handling Complaints and Difficult Customers

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.