We’ve all heard the expression, “The Customer is Always Right”. The problem is that customers aren’t always right and sometimes they’re just flat out wrong. Your company’s success is based on the relationships you have with your customers. Your ability to successfully deal with difficult customers can make or break your career.
What to Do When the Customer Isn’t Right
Building Great Customer Relationships
Customers aren’t always right. Customers are always important. Good customer relationships are key to a successful business.
In this breakout session, you will learn how to:
- Avoid Death by Watercooler
- The four rules for cooperative conversations
- Deal with an angry customer
- Deal with your own anger
- Follow a six-step framework for customer calls
About the presenter:
Don Crawley is a former manager, IT trainer, and consultant with decades of hands-on experience in technical environments. He is the author of The Compassionate Geek, a widely used guide to improving soft skills and professionalism in IT. As an internationally recognized speaker and trainer, Don has helped thousands of IT professionals become more productive, collaborative, and easier to work with.
