Handling Difficult & Demanding Customers

Handling Difficult & Demanding Customers
1 day

Course Aims
Participants will learn how to effectively respond to all types of difficult customers through proactive service techniques. Learning to take control of difficult situations and still give the customer what they want participants

will learn the value of developing win/win strategies and turning difficult customers into ambassadors for their organisation.

Course Audience
All staff who have contact will their customer either face-to-face and/or via the telephone will benefit from attending this course.

Course Summary
• Communication Skills – What is Effective Communication? – Body Language
• The Key Elements in Effective Communication
• Effective Telephone Communication
• The Barriers to Communication – Physical Barriers – Psychological Barriers – Semantic Barriers
• Overcoming the Barriers to Communication – The Receiver’s Task
• The Four Customer Types
• How the Four Types Vocalize
• The Effective Telephone User – Creating the Right Impression – Attitude – Voice – Words – Handling Incoming Calls Efficiently
• Assertive Techniques
• Controlling the Situation – Overcoming Fear
• Relax!
• The Angry Customer
• Understanding Your Customer
• Creating Win/Win Outcomes
• What is Important to Customers?
• How to Keep Customers – Never Tell Customers Your Problems – Problems = Opportunities
• Final Guidelines For Handling Complaints