Managing Difficult Customers Effectively
Course Overview
This 2-day workshop aims to help executives & service personnel to manage different difficult situations & customers with poise and confidence yet with tact and quality personal service touch. Participants will learn the special techniques on how to turn tough position into a position of winning customers’ heart and business. This is an essential program for all customer service professionals.
Course Objectives
- Understand why, when & how people become difficult.
- Learn & apply strategies & step-by-step techniques to manage difficult customers.
- Learn & apply techniques & tactics to turn tough situations into winning business opportunities.
Course Outline
Impact of Difficult Customers
- What are some characteristics of Difficult People?
- What are the underlying causes that make people difficult?
- Are you ABLE?
- What does customer service mean to me?
- Repercussions of dissatisfied customers
- What are the benefits of good service to you and to your organization
- Customer service or customer satisfaction
Self Management
- Your Personality Profile
- How your personality affects customer satisfaction?
- What are your strengths and weaknesses?
- How to provide good customer care to the different personalities?
- Managing relationships
- Recognizing your feelings: Faces
- Your Emotional Loop
- How to manage your feelings?
Engaging The Customers
- 5 Steps to Handling Complaints
- What complaints do your receive?
- Participants to apply strategies and tactics
- Role Play Practice
- Feedback and Critique
- Open & Close telephone techniques
Training Methodology
Case studies, Interactive group simulation, individual profiling and analysis, role-play with video recording & play-back and group critiques.
Who Should Attend
Executives & frontline staff who want to handle difficult situation and manage difficult customers effectively at the workplace.
Program Duration
2 days
