Key Bank Presents - “Working with Difficult and Abusive Customers”
 Customers make or break a business.  Positive word of mouth and return customers are a great foundation for success.  Bad news travels fast!  Sadly, angry or dissatisfied customers will tell an average of 12 people about a bad experience.   So what do you do with an irate or angry customer?  How do you resolve their problem so that they don’t become abusive or even destructive to your business? 
During this interactive, strategy-filled workshop, we will explore:
· What triggers customer anger
· Types and characteristics of difficult customers
· How to calm an upset or angry customer so their behavior doesn’t escalate
· What to do both during and after stressful customer interactions
· The value of customer complaints and what we can learn from the angry customer
· Strategies for creating a customer service environment and policies that will have customers coming back and telling their friends great things about your business