Course Outline | Business Management

Handling challenging customers and situations

How do you cope with challenging customers and situations in the workplace? This workshop sets out to demonstrate how engaging customers properly can benefit both the employee and customer.


Effective customer service can change a company’s reputation for the better. Through this workshop, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.


Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can deal effectively with the most difficult customers and both parties can end the conversation satisfied.


Summary

Details:

Objectives

• Cultivate a positive mental attitude

• Manage internal and external stress

• Develop abilities to listen actively and empathise

• 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




Duration & Attendees

2 DAYS


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.


Number of delegates: up to 12

All participants will leave with a  workbook for future reference



Agenda

INTRODUCTIONS AND OBJECTIVES


  • Skills needed for handling difficult situations 
  • Fight or fright? 
  • Steps  for handling difficult communications
  • Positive mental  attitude (PMA) 
  • Understand the communication style of you and the customer 
  • What they dislike 
  • How do they express anger 
  • Tips to reduce conflict 
  • Understand the 4 styles ( passive, aggressive, passive-aggressive, assertive)
  • Introduction to Transactional Analysis  
  • PMA & reframing 
  • Rapport Building 
  •  Use of effective Questions & Listening 
  • Power of words 
  • Handling specific conflict/ types 
  • Handling difficult phone callers (optional) 

PERSONAL ACTION PLANS


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For more on this, or any other course...

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