Handling Difficult Customer Situations Course
Handling difficult customer situations in the correct manner is vital for every organisation.
Learn vital skills and techniques to handle a difficult customer situations in a professional & assertive manner.
Who should attend
» Staff looking to improve the way they handle difficult customer situations, including: Complaints, anger, aggression, frustration, conflict & emotion.
Learning outcome
» Recognise the characteristics of difficult customers
» Understand the customers' point of view
» Realise the consequences of poor customer service
» Value the importance of every customer to your Organisation
» Enhance your listening & questioning skills
» Learn Assertiveness skills & techniques
» Gain the customers trust & confidence - Build a positive rapport
» Avoid conflict & say "NO" respectively
» Handle complaining customers
» Learn how to react to anger & aggressiveness
» Stay motivated & use strategies to handle difficult situations
» Take control & lead the call in the right direction
» Handle emotional & upset customers using empathy
» Show genuine interest in the customer issues
» Understand that the issue is not personal - Make sure you keep it that way!
» Use positive words and language when speaking with customers
» Calm angry & upset individuals
Role play's, Group Discussions and Group Activities are used to maximise participation from every person.
