Description
HANDLING DIFFICULT CUSTOMERS TRAINING
This insightful workshop on handling difficult, hostile, or angry customers teaches empathy recognition, effective stress management, and root-cause analysis of customer dissatisfaction. It emphasizes the power of active listening, assertive communication, and non-verbal cues.
BY THE END OF THIS COURSE, PARTICIPANTS WILL BE ABLE TO:
- 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
WHAT WILL YOU LEARN
RECOGNIZING EMOTIONS AND EMPATHY
- Identifying stages of customer dissatisfaction
- The emotional journey: from irritation to anger
- Cultivating empathy: real-life case studies
- The power of active listening
SELF-MANAGEMENT AND ROOT CAUSE ANALYSIS
- Effective stress-management techniques
- Uncovering the underlying causes of customer dissatisfaction
- Techniques for soothing agitated customers
- Importance of non-verbal communication
ASSERTIVE COMMUNICATION
- Politely declining requests while suggesting alternatives
- Articulating policies with clarity and confidence
- Mastering the tone: assertive vs aggressive
- The impact of body language in assertiveness
CONSTRUCTIVE RESPONSES TO COMPLAINTS
- Words and phrases to avoid
- Framework for formulating responses
- Addressing personal criticism professionally
- Going beyond the complaint: building lasting relationships
