About this Course

Course Description

There’s an old saying that a happy customer tells few people, but an unhappy customer complains to many. Unhappy customers may not only cost you their business, but they can hurt your company’s reputation as well. It is easier to keep a customer than to get a new one.

Objectives

At the end of the course, you will be able to:

• Know your target customers
  
• Manage your customers' expectations
  
• Apply different levels of customer service to different customers
  
• Control your response to the customers
  
• Use different communication styles with different customers
  
• Recognise customer's emotion state
  
• Handle angry customers effectively
  
• Apply conflict resolution techniques
  
• Apply creative problem solving techniques
  
• Turn the complaining customer into an asset
  
• Develop yourself and the customer service department
  
• Expand the role of customer service in your organisation
  

Course Outline

• Identify your customers and your competitive edge
  
• Customers’ expectations and service levels
  
• The key customer service skills
  
• What cause customers to be upset and angry
  
• Types of "Difficult Customers"
  
• Personalities and communication styles
  
• Handling customers in emotional states
  
• Handling difficult situations
  
• Creative problem solving
  
• Conflict resolution techniques
  
• Turning complaints into gold
  
• Performing service recovery
  
• Developing your skills for success
  

Course Duration

1 Day.

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