Customers, Confrontation and Conflict
Course ID: SS_cust_05_a05_bs_enus
Price: $40.00 |
Description:Is there anything that can torpedo your work day more than an arrogant, obnoxious, rude customer? YES! Not knowing how to handle one! It's challenging to stay service-minded when the person you are dealing with is being "difficult." This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations. You'll be able to identify elements of emotional response that interfere with good customer service. Staying cool, calm, and customer-connected is a critical learning objective for this course. Develop communication skills that defuse customer complaints. Learn and differentiate the best methods to handle difficult customers in person and over the phone. By the end of this highly interactive course, you'll have the strategies necessary to restore customer confidence and move beyond the thorny issue to an even stronger relationship. Lesson Objectives- recognize the behaviors and issues that typically trigger complaints and conflict from customers.- identify behaviors that generate customer confrontation. - apply the steps that ensure effective follow-through on a customer complaint. - recognize the value of critical communications concepts necessary for handling customer difficulties. - identify techniques to listen with detachment. - use methods to transition from customer issues to solutions. - use techniques to make a customer feel understood. - identify questions needed to gather complete information with the first contact. - apply principles to resolve customer issues and repair customer relationships. - recommend appropriate techniques for coping with challenging customer service issues over the phone. - use the proper techniques to avoid triggering angry reactions from a customer. - provide effective telephone assistance to four types of customers.
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