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Handling difficult customer encounters

Training “Handling difficult customer encounters”

The one-day seminar for the customer service employees, field service people and so on

Why this training is important?

Peter Drucker author and management consultant sad: Working with people is difficult, but not impossible.

An important realization that will assist you in better serving customers is to acknowledge that they all have needs and expectations. It is well known that behavioral style preferences affect customer needs or satisfaction level.

These are just a few of the types of potentially difficult interactions. From time to time, you will also be called upon to help customers who can be described in one or more of the following ways:

  1. Lack knowledge about your product, service, or policies.
  2. Dissatisfied with you service or products.
  3. Demanding.
  4. Talkative.
  5. Internal customers with special requests.
  6. Elderly customers.
  7. Have s disabilities.

Each of the above categories can be difficult to handle, depending on your knowledge, experience, and abilities. A key to successfully serving all types of customers is to treat each person as an individual.

It is very important to avoid stereotyping people according to their behavior. If you stereotype people, you will damage the customer-provider relationship.

After completing this training, you will be able to:

  1. Recognize a variety of difficult personality types.
  2. Use the emotion-reducing model to help keep difficult situations from escalating.
  3. Determine appropriate strategies for dealing with various types of customer.
  4. Exhibit confidence when involved in difficult customer interactions.
  5. Develop better relationships with internal customers.
  6. Use the five-step problem-solving model in handling difficult customer situations.

Who should listen this course:

The present training is designed for the customer service employees, field service people and so on.

Schedule of the training:

Introduction, trainer, materials of the course, participants:9:00
Topic I: Difficult customers. Why people buy?
  • The basis of customer needs.
  • Maslow's hierarchy of needs.
  • Customer expectations.
  • The role of behavioral style
  • Handling emotions with the emotion-reducing model.
9: 20
Coffee break: 11:00
Topic II : Working with difficult customers
  • Angry customers.
  • Dissatisfied customers.
  • Indecisive customers.
  • Demanding or domineering customers.
  • Rude or inconsiderate customers.
  • Talkative customers.
11:20
Lunch:13:00
Topic III : Working with internal customers (coworkers)
  • Stay connected.
  • Meet all commitments.
  • Don't sit on your emotions.
  • Build a professional reputation.
  • Adopt a good-neibor policy.
14:00
Coffee break: 15:30
Topic IV : The problem-solving process
  • The problem-solving model.
    • Step 1: Identify the problem.
    • Step 2: Compile and analyze the data.
    • Step 3: Identify alternatives.
    • Step 4: Evaluate Alternatives.
    • Step 5: Make a decision.
Role-playing difficult customer situations
16:00
Completion of the day. Summing up 17:30
During the training distributing materials will be granted (questionnaire, booklets, practical recommendations), the role games, tests will be conducted, audio records will be listened, exercises will be performed.

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