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Dealing with Difficult Customers

Training Description: 

Customers are becoming increasingly demanding and discerning, often expecting exemplary service. If they have a complaint that it isn’t being heard and/or dealt with effectively, they’ll either go elsewhere, or they will become increasingly difficult/aggressive until they get what they want/need. No matter how customer focused or efficient an organization is though, things will inevitably go wrong occasionally.
This course is particularly suitable for front line staff, including customer service and call center personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’ and will enable all delegates to deal professionally and calmly with demanding/challenging customers, achieving positive outcomes for all.

Objectives

  • To assist the organization to increase maximum performance through improved customer relationships
  • To introduce powerful and flexible tools for use by both individuals and teams within the organization, whatever their previous experience or circumstances.
  • To enable participants to become more knowledgeable, effective, and motivated in their roles through the development of skills in handling difficult/demanding customers.
  • To focus on key issues and challenges relating to difficult/demanding customers.
  • To accommodate a range of learning styles, by including a variety of group challenges, practical exercises, opportunities for personal assessment, and presentation of key techniques and strategies.

Benefits

Participants will:

  • Have a better understanding of their customer's needs
  • Feel more comfortable about handling complaints and difficult customers
  • Handle complaints and difficult conversations more positively and confidently
  • Know how to maintain customer satisfaction and loyalty

Organizations will:

  • Have fewer serious complaints / escalations
  • Reduce the need for compensation/refunds
  • Improve levels of customer satisfaction and loyalty
  • Reduce the impact/consequences of stress and pressure on front-line staff

Outline

  • Understanding customer expectations – Exploring the factors that underpin customer satisfaction and loyalty.
  • Why customers complain – Identifying the issues that are most likely create frustration and dissatisfaction, and how to minimize the chance of these occurring.
  • Identifying and dealing with different difficult customer types – Developing an understanding of the different types of difficult customers, and learning how to adapt your style to match them.
  • Influencing our customers – Learning how to influence the behavior of our customers through our own behavior.
  • Improving customer relations through effective communication – Reinforcing the importance of using an assertive communication style together with active listening and questioning skills to forge positive customer relationships.
  • Staying professional when under pressure – Learning to use personal stress management techniques to stay calm and professional, even when on the receiving-end of aggressive or difficult behavior.
  • Dealing with difficult incidents – Using simple yet effective techniques to manage confrontations and deal with difficult incidents and/or difficult relationships with particular customers.
  • Handling customer complaints - Examining the principles for dealing with complaints effectively and applying a simple model for responding to complaints and taking the heat out of the situation.
  • Action Planning - Identifying continuing personal development needs and extending learning into the workplace.
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