soft skills online training provider

Handling difficult, hostile or angry customers

Do your customers shout at you? Do you sometimes feel like shouting back? Anyone who works in a front-line customer service position has, at sometime, had to deal with exceptionally challenging customers. Handling difficult customers training gives you practical tips and techniques to deal with these situations in a calm, assertive way to provide service excellence.

Handling difficult, hostile or angry customers

manage difficult customers

Although “the customer is always right,” they may not always be easy to deal with. Learning how to deal with difficult customers is an important step for any business professional, especially those who work in the customer service industry. Even businesses with the best products and services are bound to have occasional run-ins with angry customers.

handle

difficult customers

Handling difficult, hostile or angry customers

TOPICS COVERED DURING THE PROGRAMME

01. Understanding yourself and others
  • Exploring the different stages of anger
  • Bring on the anger escalator
  • Building empathy using case studies
02. Managing yourself and others
  • Dealing with stress
  • Discovering the root cause of anger
  • Calming angry and agitated customers
03. Assertiveness
  • Refusing requests and offering alternatives
  • Explaining policy using assertive techniques
  • Varying your tone
04. Handling challenging complaints
  • What not to say
  • Structuring a reply
  • Handling personal criticism
About This Training

Course overview

  • Better understand your customers’ anger and your own reactions
  • To be able to know how to diffuse angry confrontations
  • Feel more confident in dealing with extremely challenging customers
  • Individual and group exercises.
  • Demonstrations.
  • Role Plays.
  • Games.

Customers service professionals, executives and managers dealing with extremely challenging customers.

1-2 days.

Maximum size of 15.

Available on request.

  • Classroom.
  • Virtual.
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soft skills online training provider

Plaza Office Tower 41 Floor
Jl. M. H. Thamrin Kav. 28-30 Jakarta 10350 Indonesia

+62(0)212302123

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