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Introduction:
This one-day workshop will equip participants with the skills to understand challenging customer behaviours and
deal with them effectively. They will appreciate the reasons that drive customer behaviours and develop an issue
focused mindset to deal with difficult situations.
The workshop will be conducted in a highly-interactive and participative environment that uses real-life case
stories, examples and scenarios to get participants to think and apply different strategies to handle difficult
customers. Role plays will be conducted to re-inforce key learning points.
Duration: 1 Day
Target Audience:
Customer service / customer support managers and executives, service agents, front-line service staff as well as
staff in back-up and support roles from both the manufacturing and service (including banking and finance,
logistics, healthcare, government and public service) sectors
Programme Objectives:
Upon completion of this workshop, participants will be able to:
- Examine what causes people to be difficult and assess if customers are difficult for a reason
- Analyse their own state and determine the approach towards dealing with difficult customers
- Identify different difficult customer behaviours
- Apply empathetic listening and questioning to resolve issues
- Demonstrate effective strategies for dealing with each type of difficult customers (apply defusing
techniques)
Programme Outline:
1. Customer Response and Behaviour Patterns
Identify the various reasons which lead to angry and dissatisfied customers. Also, understand that a dissatisfied
customer may not necessarily be angry and vice-versa. Learn to interpret human behaviour effectively so as to deal
with difficult situations.
2. Managing Your Own Emotional State
The power of being able to professionally handle any type of difficult customer under any circumstance often just
requires a magical moment to portray calmness with a professional “First Impression”. Acquire the ability to
possess a positive mindset and to demonstrate verbal and non-verbal communication to near perfection. Learn a
simple technique to keep calm.
3. Types of Difficult Customers
Difficult customers need not necessarily be customers that are angry or dissatisfied. It can include customers that
may be happy but are just either too long-winded or ask a lot of irrelevant questions which can affect you or other
customers waiting in-line.
Types of difficult customers can be “angry”, “talkative”, “demanding”, “indecisive”, “know-it-alls” and
“hostile/aggressive”. These are not all rude and/or angry customers, but they do cause difficulties when trying to
meet their needs and expectations.
4. Empathetic Listening and Questioning
The proven method of calming an upset customer is just by listening and showing empathy. Once the customer is
calmer, the questioning skill becomes essential to zoom down to the real issue. Solutions will be effective when
the real issues are addressed.
5. Defusing Techniques for Dealing with Difficult Customers
Learn to use various strategies to deal with different difficult customer behaviours. The strategies include the
“Collaborative Approach”, “Rules for Defusing” and the “C.A.R.P Approach”. Apply consequential thinking to a
response and its impact on customers, organisation, colleagues and development.
Contact Us
Contact us today for a non-obligatory discussion on our Handling Difficult Customers Training and customisation of the
training programme for your organisation:
Email:
Tel: (65) 68484109
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