Brief Introduction

Dealing with angry or unhappy customers is difficult. We need to be understand what to say and, more importantly, how to say it. This may help us is salvaging the situations. Therefore, people dealing with customers/clients, as a part of the job role, need to learn how to communicate appropriately, in the given situations.

Objective(s) of the Program

The program will help frontline sales or service personnel

• Identifying different types of difficult customers
• Analyzing the personalities of the customers
• Communicating with the difficult customers in given situations
• Building rapport

Targeted Audience:Front-line sales/ customer service employees

Faculty Resource: Dr. Mousumi Sengupta & Dr. Nilanjan Sengupta