How to Handle Difficult Customers and Other Tough Situations
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How to Handle Difficult Customers and Other Tough Situations Course
Introduction:
Dealing with challenging customers and situations at work can be tough. However, this workshop aims to showcase the benefits of effective customer engagement for both employees and customers. Exceptional customer service has the power to improve a company's reputation. By attending this workshop, participants will gain new insights into handling negative customers and ensuring their satisfaction, encouraging them to become repeat customers. In today's job market, customer service is a crucial role that helps companies meet customer wants and needs. While some customers may pose challenges, proper training, skills, and knowledge enable employees to handle difficult interactions successfully. With a positive attitude, employees can effectively manage even the most complicated customers, leaving both parties satisfied at the end of the conversation.
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