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How to deal with difficult customers through customer service?

Catalog Area: Sales, customer service and collections

Duration: 08 Hrs.

Modality: online and Face-to-face modality

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OBJECTIVE:

Recognize that Excellent Service means fully satisfying the customer’s needs.
Develop the ability to handle situations with difficult customers, assessing, in each case, the level of urgency in order to provide warm and timely customer service.

BASIC COURSE INFORMATION:

ADDRESSED TO:

Managers, sales executives, customer service personnel, call center personnel, and, in general, all areas involved in internal and external customer service.

DEVELOPING COMPETENCIES

Customer service, commercial mindset, listening, organizational sensitivity, and communication.

SYLLABUS

Module 1. Communication with the Customer

A. Attitude as a Trigger
B. Tact
C. Diplomacy
D. Active Listening
E. Phonetic Habits That Create Noise in the Conversation with the Customer
F. Identifying Aggressive Phrases and Expressions That Affect the Customer Relationship
G. The Conscious Use of Positive Phrases and Expressions That Add Value to the Customer Relationship

Module 2. Customer Service

A. Characteristics of a Service-Passionate Professional
B. Characteristics of Quality Service
C. The Service Process
D. The 6-Step Method for Understanding Expectations

Module 3. Who Is a Difficult Customer?

A. Problem vs. Conflict
B. Understanding How the Brain Works in Decision-Making
C. The Wheel of Emotions

Module 4. Types of Difficult Customers and How to Handle Them

A. Analytical / Demanding
B. Hostile / Aggressive
C. Nervous
D. Distrustful
E. Complaining
F. Arrogant

Practical Case

Module 5. Excellence in Service

A. Moments of Truth
B. Continuous Improvement
C. The Service Cycle
D. SWOT Analysis in Service
E. Service Planning

BENEFITS

Apply the customer service process by identifying the characteristics of difficult customers and applying interaction recommendations according to the type of customer.