Confident Customer Service – Dealing with difficult customers
Duration – I day
Is the customer always right? As long as they perceive they’re right, they need your attention!
Dealing with difficult customers is always challenging and it doesn’t suit a lot of people, but it must be done! It can be time-consuming and it often seems like unproductive time. In fact, the reverse is true.
Who is it for?
- Everyone who talks with customers, at all levels, especially where it’s a competitive market. Loyalty is fragile because every customer has choice. So you have to work to save your customer relationships.
- It’s likely you are at the sharp end right now, with some experience of talking with customers.
What you will learn
- This course will help you think positively about working with difficult situations and with reverse-marketing. It will develop you and your company to stay in step, or ahead of your customers and competitors.
- The course leader, Paul Sampson, has been dealing with tricky situations for most of his life, training marketing and service teams and working with challenging customers like P&O, MI5, Home Office, Barclays, RBS, etc but also with SMBs and sole traders.
- Our 12-steps principle will give you the distinct art, skill and the tools for handling customers.
- This one-day course will help you to deal with objections and complaints and with unhappy or angry people, coaching your team, customer value, and case studies for us to work through.
- Using examples from psychology, (nothing too heavy) you will learn how to work Case Management – there is a structure but it’s not over-prescriptive because it has to be about you and to work for your personal style. We’ll show you how to work cases and win-back favour with clients.
- Verbal and body language styles.
- How to avoid being ‘led’ by the client. Contracts and how to avoid ‘further action’ – legal, or otherwise.
- Case Trending and reporting.
- Root Cause and Get-Well plans
- Handling complaints – Email and letter writing
- How to retain your customers and avoid bad press on social media. With hands-on practice, letters and email.
You will get good at it!
Courses may alter to suit candidates’ preferences or specific requests in advance.