The Purpose of the Course
We all know how hard it can be to handle difficult people. And many of us know how easy it is to become that difficult customer! We know how it feels to be kept waiting and forced to listen to music before finally getting to talk to a real person! It’s no surprise that customers become difficult but sometimes call handlers and their processes make things worse. Come along - this workshop will help you cope.
Benefits to the organisation
By analysing behaviour and focusing on how to manage it, this workshop will help anyone who deals with difficult calls from customers. After all, behaviour breeds behaviour!
We will ensure there are role play opportunities – both face to face and on the telephone - to allow participants to practice their skills in a safe and controlled environment.
Who is this course for?
This practical workshop is designed for customer service front line staff who are regularly challenged by “awkward” or “difficult” customers and want to avoid escalating situations to their manager.
Topics Covered:
- Understanding Customers’ behaviour on the telephone
- The power of language – pushing customers away or pulling them in?
- Is the customer always right? – how to say no appropriately
- How to avoid escalation through finding positive ground
- Assertive telephone behaviour
- Real play opportunities
By the end of the course, delegates will be able to:
- Use strategies and techniques to achieve acceptable outcomes
- Recognise the point at which they can positively influence the caller
- Avoid the trigger words that turn difficult callers into customers from hell
- Utilise a practical toolkit for assertive communication with customers
- Manage their own behaviour when dealing with difficult situations
- Apply an awareness of what motivates customers’ behaviour
Non-Members Price £220 + VAT
Members Price £170 + VAT
