Irate Customers come to us because their needs are not met. They provide us an opportunity to assess and improve our service and customer relationship. This workshop prepares you to gracefully deal with difficult or irate customers and handle difficult
situations. It provides guidelines and practice scenarios for common customer complaints. Moreover, it helps you create a system for emergencies as well as spiels for your most common customer concerns. Learn to turn customer complaints into customer relationship-building
opportunities.
What you'll learn
-To understand customer conflict resolution
-To identify problematic customer touch-points and find solutions
-To hone our interpersonal skills for better customer relations
-To learn effective spiels and words to pacify customers
Outline
1. Your Role as a Customer Service Provider
2. Understanding Conflicts
3. Customer Needs & Issues
4. Identifying & Assessing Customer Touch-points
5. Types of Difficult Customers
6. Categories for Difficult Situations
7. Conflict Resolution Approaches
8. Five-Step System for Customer Complaints
9. Building Trust and Maintaining the Relationship
10.Listening Skills and Techniques
11. Effective Spiels for Pacifying Clients
12. Turning Customer Complaints into Sales
