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Handling Difficult & Demanding Customers Training
Duration: 1 day Cost:
from £95*
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:
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Communication Skills - What is Effective Communication? - Body Language
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The Key Elements in Effective Communication
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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
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Related Courses:
Assertiveness
Skills
Creative
Thinking Techniques
Group
Interviewing Skills Workshop
Handling
Difficult & Demanding Customers
Meetings:
Leading, Chairing, Participating
Negotiation
Skills
Presentation
Techniques
Professional
Business Writing
Problem
Solving and Decision Making Techniques
Report
Writing
Team
Building
The
Effective Receptionist
Time
Management Skills
Understanding
& Managing Stress
Team Challenge Day |
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