Handling Difficult Customers
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Handling Difficult Customers Course
Introduction:
In the workplace, handling challenging customers and situations can be tough. This workshop aims to show how engaging customers effectively benefits both employees and customers. Good customer service can enhance a company's reputation. Participants will gain new insights on dealing with difficult customers, leaving them satisfied and likely to return.
Customer service is indispensable in today's job market. It enables companies to meet customer wants and needs. While some customers may be difficult, proper training and skills can ensure effective handling. With a positive attitude, employees can successfully manage even the toughest customers, resulting in satisfaction for both parties.
Course Objectives:
- Cultivate a positive mental attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
Who Should Attend?
Anybody who has a customer-facing role, either face to face or via the phone, and who has experienced difficult or awkward customers. The workshop would suit people with a sales role, customer service or customer support managers, executives, front-line service staff as well as staff in back-up and support roles.
Course Outlines:
WHY ARE SOME CUSTOMERS DIFFICULT?
- Example of challenging customers and situations discussion
HANDLING CONFLICT
- What do difficult customers want?
- How to improve the customer!
- Difficult customers can be an opportunity
- How to stay calm
LIMITED THINKING
- How limited thinking can increase difficult conversations
- The importance of your personal PMA (positive mental attitude)
- Changing personal habits
- Re-framing
IDENTIFY AND MANAGE YOUR OWN INTERNAL AND EXTERNAL STRESSORS
- Exercises
QUESTIONS
- How to discover customers’ real concerns and issues
- The different types of questions
- How and when to use questions
- Using questions to avoid conflict
LISTENING ACTIVELY
- Listening and not hearing!
- How effective listening can reduce difficult calls
BUILDING RAPPORT AND EMPATHY
- Understand the role of Transactional Analysis – how it helps and hinders
- Understand your customers’ communication style (Controller, Analyst, Facilitator, Enthusiast)
- The different ways to build rapport over the phone and face to face
- How rapport can build trust
- The use of voice and language in rapport
- How rapport helps to deal with awkward customers & situations
- How to demonstrate empathy without necessarily agreeing!
SENSITIVITY AND YOUR STRATEGIES TO DEAL WITH DIFFERENT CUSTOMER TYPES
- Mr Angry
- Mr Rude
- Mrs Grumpy
- Ms Chatty
- Mr Impossible