A great customer experience starts with great technical skills and domain expertise. But to be truly effective as a support engineer, renewals specialist or anyone facing customers requires skills in handling difficult situations and customers.

This workshop provides practical, hands-on techniques to work effectively with customers and includes many opportunities to practice difficult situations in a safe, supporting environment. And it’s also a great venue for sharing and learning from “war stories.”

The workshop focuses on communication skills, driving issues to resolution, working with difficult customers, using small-group techniques, multiple role plays, and individualized post-training action plans to ensure that the training is not only fun and informative, but leads to long-term behavior changes.