How to deal with difficult customers through customer service?
THIS COURSE IS MEANT FOR
Businessmen, business owners, managers, administrators, sales executives and staff on training for this level.
DEVELOPING COMPETENCIES
Business spirit, results focus, continuous improvement, decision.
OBJECTIVE
- Analyzing critical situations, evaluating the urgency status in each situation so he/she can offer warm and timely customer service.
- Learning several techniques to deal with several attitudes: anguish, frustration, annoyance, aggression, etc.
- Using CEAA technique to reinforce self-confidence to deal with emotional tantrums.
- Learning to control client’s critical situations.
TOPICS
I. PERSONAL AND PRACTICAL PEOPLE NEEDS
A. Structured Exercise
II. SERVICE PROCESS
A. Attending
B. Clarifying
C. Satisfying Comprehensively
D. Ensuring Satisfaction
III. DEALING WITH DIFFICULT CUSTOMERS
A. Identifying Emotional Outbreaks
B. Perceiving Critical Situations
C. Resulting Emotions
D. Tools for Emotional Management
E. Role Plays
IV. CEAA PROCESS
A. Calming the Customer Down
B. Empathizing with the Customer
C. Apologizing for the Situation (without accepting responsibility)
D. Acting by Creating a Commitment
E. Videos about Some Cases – Role Plays
V. CUSTOMER SERVICE FOR DIFFICULT CLIENTS
A. Conflict Situations
B. Listening before speaking
C. Correct Construction and Management of Arrangements
D. Critique Reception through Emotional Equilibrium
E. Role Plays
