Handling difficult customer situations in the correct manner is vital for every organisation.

                                                                       

Learn vital skills and techniques to handle a difficult customer situations in a professional & assertive manner.

Who should attend                                                                                    
                                                                       

» Staff looking to improve the way they handle difficult customer situations, including: Complaints, anger, aggression, frustration, conflict & emotion.

                                                                       

Examples of course topics

                                                                       

» Recognise the characteristics of difficult customers

» The importance of customer perception and customer relationships

» Realise the consequences of poor customer service
» Value the importance of every customer to your Organisation

» How reactions can effect the 'counter reactions' of your customers

» Establish the customers issues

» Show genuine interest in the customers issues

» Enhance your listening & questioning skills    

» Building rapport and 'mirroring' your customers

» Gain the customers trust & confidence

» Positive words, language and statements

» Take control of the situation and lead the call in the right direction

» Responsibility, Information and the direction of issues

» Assertiveness skills

» How to react to difficult people and avoid conflict

» Techniques to handle anger, complaints and issues

» Say "NO" respectively and provide alternatives

» How to record official complaints

» Handle emotional & upset customers using empathy

» Techniques to show empathy and sympathy where necessary

» Techniques to consistently give your customers exceptional customer service

» Calm angry & upset individuals

» Stay motivated and in stressful situations

                                                                       

Role play's, Group Discussions and Group Activities are used to maximise        participation from every person.

 

Ideal for training groups of staff

                                                                       

• Flexible and cost effective Training.

• Design a bespoke Training program to meet the needs of your staff.

• Training can be held at your premises or a venue of your choice.

• Consultancy and needs analysis available.

 

Ideal for individual bookings or small groups (2/3 people)   

                                                                       

Open Courses available 
• Exceptional Customer Service

   

Please contact us to discuss your brief or to make a booking:

• Tel: 0208 445 9625

• Email: info@be-training.co.uk 

• Complete a brief enquiry form and we will call you back.