Creating Positive Conversations with Challenging Customers

Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.

Introduction

• Why telling a customer what you can do is important

1. Working with Difficult Customers

• Be positive with customers, not provoking
• Pacing your customers
• Ask your customers "what else?"

2. Positive Positioning Skills

• Use partnership language with customers
• When you can't give the customer what they want
• Positively prime customers
• Words and phrases to avoid and choosing better options

3. Positive Positioning in Action

• Positioning controversial policies
• Issues with billing or customer rewards
• Politely distancing from hot topics

Conclusion

• Start, stop, continue exercise