Handling Difficult Customer Situations
Training
In London and Birmingham
Description
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Type
Training
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Location
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Duration
1 Day
Handling difficult situations in a professional and positive manner will increase customer satisfaction and improve customer retention. Fail to handle and acknowledge your customers complaints and you could push them in to the arms of your competitors. Book a place on our Handling Difficult Customer Situations training course. Suitable for: Staff looking to improve the way they handle difficult customer situations, including: Complaints, anger, aggression, frustration, conflict & emotion.
Facilities
Location
Start date
Start date
Start date
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Course programme
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.
Handling Difficult Customer Situations