Handling Difficult Customer Situations Training
Handling Difficult Customer Situations Training
Handling Difficult Customer Situations Training
Receptionist Training CourseTelephone Sales Training CourseIn-house Customer Service Training

Handling Difficult Customer Situations Training

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.

 

Bespoke Handling Difficult Customer Situations Training program

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.

 

Open Handling Difficult Customer Situations Training course

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. 

 

 

 

Telephone Skills Training Course
Click here for more clients
(c) 2008 Business Enhancement Training Ltd

Business Enhancement Training Ltd, Central House, 1 Ballards Lane, London. N3 1LQ

Tel: 0208 445 9625  |  Email: info@be-training.co.uk