Mastering Difficult Customer Interactions: Turning Frustration into Solutions
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Speaker : BEVERLY HATHORN
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When : Friday, January 31, 2025
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Time : 01 : 00 PM EST
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With 30 years of hands-on experience in customer service leadership, Beverly Hathorn brings a wealth of knowledge and expertise to every training session. As the Owner of Beverly Hathorn Consulting, Beverly has dedicated her career to transforming outdated customer service processes, helping teams reduce churn, and fostering environments where customer success is prioritized.
Beverly's career spans from her early days as a customer service representative to leading large teams in high-pressure situations. She has a proven track record of improving customer satisfaction and developing leaders who excel in customer interactions. Known for her dynamic and engaging teaching style, Beverly has a knack for turning complex challenges into clear, actionable strategies that empower participants to tackle difficult customer situations with confidence.
Her certifications as a Project Manager and Human Resources Professional, combined with her role as a Culture Curator and Customer Success Consultant, enable her to bring both tactical and strategic insights to her courses. Beverly specializes in helping professionals master difficult customer interactions, aligning with her passion for creating lasting change in how companies serve their customers.
By attending Beverly’s course, participants will gain not only practical tools for managing customer frustrations but also a mindset shift that turns every interaction into an opportunity for positive growth.
This course focuses on navigating high-pressure customer interactions with confidence and professionalism. You'll learn how to identify the root cause of customer frustrations, apply active listening, and manage conversations toward constructive outcomes. By mastering these skills, you’ll leave each interaction with a satisfied customer and a reinforced company reputation.
Areas Covered
- The psychology of customer frustration: Why customers react the way they do.
- Techniques for de-escalation: Keeping cool and defusing tension.
- Empathy-driven communication: How to show genuine care and concern.
- Turning problems into opportunities: Moving from frustration to satisfaction.
- Case studies: Real-world examples of difficult customer interactions and how to resolve them effectively.
Who Should Attend
This course is ideal for anyone who interacts with customers—whether face-to-face, over the phone, or through digital channels. If you’re responsible for managing customer relationships and turning challenges into wins, this course will give you the skills you need to excel.
Why Should You Attend
Difficult customer interactions are inevitable, but they don’t have to derail your day or impact your team's success. This course equips you with strategies to not only resolve tough situations but also transform them into positive outcomes. Mastering these skills leads to stronger customer relationships, increased loyalty, and greater job satisfaction.
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$160.00
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