About this Course

Why is it important to manage difficult customers positively?

Customer care is a delicate issue, and it is also an issue that many customer care personnel must deal with under extremely trying circumstances and tight time frames.

On the one hand, company policies must be followed; on the other hand, customers demand service and information.

Whether it is a telephone or face-to-face interaction, you need to understand the triggers that can set off the customer's negative reactions. You need to be aware of how the customer might feel in various situations, and exercise your empathy skills to bring the customer back to a ratonal level.

What do you gain from this two-day workshop?

This workshop focuses on the challenges in dealing with upset or difficult customers on the phone and in face-to-face situations.

It takes you through difficult service situations you may face in the course of your work. You will learn how to handle these situations with poise and professionalism, while maintaining the goodwill and preserving the relationship with the customer.

You will also learn how to listen actively to customers and show empathy appropriately. You will choose the best words and phrases to use, so that you can handle difficult customers confidently.

Workshop Objectives

1. Know how your telephone behaviour can affect the organisation's image.
   
2. Improve your telephone voice and use words and phrases effectively.
   
3. Acquire the correct mindset in handling difficult customers.
   
4. Be aware of how your service philosophy and emotions can affect your service level.
   
5. Develop excellent empathy skills for interacting with difficult customers.
   
6. Know the best things to say in difficult or sensitive situations.

Workshop Highlights

The Service Factor

• What is your service philosophy?
  
• Do you need to change your service paradigm?
  
• Managing your emotions in customer service
  

Connecting with the Customer

• Establishing rapport with the customer
  
• Adjusting your communication style for different customers and situations
  
• Using the appropriate tone and words in your communication

Listening Actively

• Focusing on the customer
  
• Confirming the message
  
• Analysing the message
  
• Responding appropriately

Showing Empathy

• Acknowledging the cause of unhappiness
  
• When the customer feels wronged
  
• Things to say to show your empathy
  
• Common pitfalls in showing empathy
  
• Showing compassion for the disheartened, confused or disgruntled customer

Responding to Customers in Difficult Situations

• Who is serving?
  
• The customer on a human level
  
• When you cannot say yes
  
• Responding to customers who don't think you can help
  
• Responding to customers who insult your intelligence
  
• Responding to aggressive customers

Closing the Conversation

• Preparing the customer for what will happen next
  
• Signing off
  

Duration: 2 Days

For in-company training only.

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