Managing Difficult Customers

No organisation or person is perfect. In a customer-oriented marketplace with increasing competition, only companies with employees who have a successful strategy for dealing with complaints and problems achieve customer retention and grow with the market. Customers today have become more and more demanding.It is imperative that employees who handle customers on a daily basis are equipped with the skills necessary to resolve customer complaints effectively and firmly.

In this programme participants will learn how to :

• Appreciate the Importance and Benefits of handling complaints and frustrated customers.
• Understand the causes of complaints and avoid causing unnecessary frustrations
• Explore and meet the expectations of an angry customer and turn the situation into a service opportunity
• Respond appropriately and assist in quickly finding a workable solution to your customer’s problem
• Manage stressful situations more effectively
• Recognize the signals of customer irritation
• Establish a positive attitude and feel confident towards handling complaints and difficult customers.

This Programme targets all members of the service team, from Customer Service Representatives to Service Leaders to Customer Service Executives & Manager.Line leaders who are responsible for the service level in their organisations and want to provide excellent customer service.

• Conlict Management
• Identifying Types of Difficult Customers
• Challenges of Handling Conflicting Service Situations
• Techniques to Managing Difficult Customers
• Steps to Managing Angry Customers
• Calming Angry Customers
• Positive and Negative Trigger Phrases
• When to say NO to a Customer
• Stress Management
• Positive Self Talk
• Rebounding After Managing A Difficult Customer