Problem Attendees: Every Class Has One (At Least!)
As we all might know, there’s a common major irritation in customer service training: difficult attendees. As mentioned earlier, some attendees are reluctant or fearful of change or of having to master something new. Some feel they know it all already, while others don’t want to be there for any number of reasons.
The first requisite in dealing with problem attendees is to accept the fact that they exist. The second is to avoid becoming defensive. The third is to resolve to take appropriate steps to deal with resistance.
Who are some of the most common problem participants? Well, let’s talk about some of the ones who have irritated us most through the years.
The Controller
The controller is the ...
Get How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
