Handling Difficult Customers In Customer Service

Duration: 2 Days
Time: 9:00am to 5:00pm

Introduction

Dealing with difficult and unhappy customers is always challenging but with the right tools and tips, you can turn that stormy relationship into one of a lifelong partnership. A satisfied customer is the best salesperson.

Make difficult and unhappy customers become happy and satisfied customers. Keep irritated customers coming back even though something went wrong initially. Apply strategies to control emotions and stay calm when dealing with difficult and unhappy customers. Communicate effectively with the customers when solving their problems.

Dealing with difficult and unhappy customers intelligently is the key to business success.

Learning Outcomes / Benefits

After this training workshop, participants will be able to:

• Explore how they contribute to the success of customer service excellence
• Set goals based on personal vision statement
• Practice key communications skills in dealing with difficult customers
• Deal with difficult customers

Key Content

Module 1: Critical Elements of Customer Service

Chat Session:

• Sharing best practices – Appreciative Approach of Excellence Service
• What is your CS Brand? Sharing ‘Wish List.’
• Explore how do YOU contribute to this Excellence Service

Define What is Customer Service

• Overview: Six Critical Elements of Customer Service
• First Critical Element: A Customer Service Focus
  • Who are your customers?
  • Meeting Expectations
• Setting Goals
  • Creating a Personal Vision Statement
    • My Vision
    • Identifying Dreams and Setting Goals
    • My Dreams and Goals
• Second Critical Element: Defined in Your Organization
  • What your organization expects of you in CS?
  • What are our Standards?
  • Do they line up with what customers expect.
• Third Critical Element: Given Life by the Employees
  • Explore why customer service must be a philosophy that is practiced by all employees.
  • What do you think?
• Communication Skills
  • An introduction to key communication skills, including empathy, body language, asking questions, and listening.
  • Telephone Techniques
• Dealing with Difficult Customers
  • Map and handle your difficult customers challenges.

Module 2: Dealing with Difficult Customers

• Common Types of Difficult Callers
  • Appropriate Responses
• Dealing with Challenges Assertively
  • An Assertiveness Model
• Dealing with Difficult People
  • Get to the Heart of the Matter
  • The Three Fs
• Fourth Critical Element: Be a Problem Solver
  • Reducing Conflict
  • Problem Solving in Six Steps
• Seven Steps to Customer Problem-Solving
  • The Process
    • Role Play
    • Presentation and Debrief
    • The Recovery Process
• Fifth Critical Element: Measure It
  • Tools to Use
  • Measurement in Practice
• Six Critical Element: Reinforce It
  • Reinforcement Techniques
• Power Talk

Learning Activities

1. Goldilocks – a Listening Exercise
2. Happy Holidays – An Exercise in Customer Service
3. Pitfalls and Trampolines

Methodology

An interactive power of experience sharing – Exploratory discussions – Simulation exercises and activities - videos