The module presents strategies for having an effect on difficult clients and the components allowing for this effect.

  • Defining the term “difficult” customer and types of difficult customers
  • Getting an insight into and understanding the reasons for a customer’s behavior
  • Strategies for managing difficult customers
  • Models of transforming in the following sequence: a difficult customer – a calm customer – a satisfied customer – a loyal customer
  • Managing objections
  • Emotional intelligence and body language in working with difficult customers
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