Customer Service Challenges

Customer Service Challenges

Description: Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:*Understand why customers complain - complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.*Use a systematic 6 step process to resolve complaints.*Understand Parent, Adult and Child behaviours - recognising those behaviours in Customers and controlling their own responses to keep interactions adult and productive.*Manage an angry customer*Understand why a customer might be shy.*Help an undecided customer come to a decision.*Deal with rude customers*Educate an uninformed customer and create additional customer loyalty in the process.*Deal with a customer who isn't right, but who is a customer, and who - with skill - will still be one in the future.

Suitable for: The audience for this course is anyone who deals with customers on a daily basis, face to face or on the phone.