IS THE CUSTOMER ALWAYS RIGHT?
PRESENTED BY VIOLET DHU
It is common for customer service staff to have to deal with annoying, rude, unreasonable and angry customers. It can leave you wondering what you have done wrong and what could have you done differently.
Kate Shonk from Harvard Law said, “When it comes to learning to deal with difficult people, we are taught that the customer is always right.” But this is not always the case. When dealing with difficult customers, employees need more than just platitudes and apologies. They need effective communication skills and negotiation tools.
Customer service staff need to have a high level of emotional intelligence, self-awareness and conflict resolution tools when dealing with these difficult customers. Things go wrong, and customers react in ways that can be threatening and insulting.
This workshop will give you the skills and tools to deal with these difficult situations effectively. You will learn to stay in control, keep yourself safe and deal with the situation and an effective and positive way.
In this workshop, you will learn,
How to stay in calm and in control
Your triggers and learn strategies to deal with your triggers
To understand why some customers react, and understand their psychological needs
The common traps that will escalate tensions with difficult customers and how to avoid them
To manage customer expectations and set boundaries
How to improve your listening and to frame questions
How to defuse difficult customers
To understand the role of good and destructive nonverbal communication
To ensure that safety comes first
This workshop focuses on the skills of managing customers who are difficult to handle, regardless of who is right or wrong. A difficult customer handled well can be converted into a loyal customer.
**This workshop can be customised to meet your organizational training needs and the key learning outcomes set to match your requirements. It can be delivered in a full-day or half-day format. Two or more of our different workshops can be combined to form a two-day masterclass.