Handling Escalation And Managing Difficult Customers

Course Objectives

At the end of this learning workshop, participants should be able to:

• Improve their customer service skills
• Use some of the techniques learnt to achieve excellence in customer service
• Work on improving their relationships with other employees
• Understand their customer needs and expectations
• Understand effective ways to handle customers' complaints
• Improve their problem solving skills
• Understand the important roles they play in their respective organizations

Key Content

Module 1: Customer service philosophy

• Three great ways to satisfy customers
• Who does it involve?
• The great poem of customer service

Module 2: Understanding customer needs & expectation

• Who are your customers?
• The customer - supplier chain in your organization
• How do you rate your current customer-supplier relationship?

Module 3: Assessing the customer's behavior triggers

• What actually makes customers behave the way they do?
• 12 important needs that motivate customers
• 3 golden techniques to gauge these customer needs

Module 4: Handling customers on the phone

• Positive versus negative elements
• Building goodwill and trust
• The 4 step formula of telling the simple truth

Module 5: The psychology of complaints and anger

• What research has proven on complaining customers
• The complaining and whining caller
• 5 types of typical complaints calls

Module 6: Handling of complaints & ticket/ case management

• 6 steps to control a complaint
• Dealing with difficult situations
• 8 rules to avoid customer service errors
• Escalation process through ticket system
• How to stop the abusive caller?

Module 7: Calming yourself and the customer

• 5 steps to calm yourself and the customer
• 5 forbidden points when attending to a complaint

Module 8: Problem solving skills

• Simple problem solving techniques
• Stimulating the mind to be creative in solving problems on the spot

Module 9: Self assessment on customer service

• How well do you know your organization?
• How well do you know your role as customer service provider

Target Audience

Suitable for executives, senior executives, assistant managers, managers.