Customers Confrontation and Conflict

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.

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Front line personnel, team leaders, and customer service managers.

WEB

Course Overview|Lesson Overview| - recognize the behaviors and issues that typically trigger complaints and conflict from customers.|Typical Trouble Spots| - identify behaviors that generate customer confrontation.|Product Pitfalls| - identify the product-related issues that anger customers.|Making the Move: Proactive Follow-through| - apply the steps that ensure effective follow-through on a customer complaint, given a scenario.|Lesson Overview| - recognize the value of critical communications concepts necessary for handling customer difficulties.|Take a Deep Breath| - identify techniques to listen with detachment.|Is What I Said What You Heard?| - use techniques to backtrack and clarify during a given confrontational exchange.|Engaging the Angry Customer| - identify self-development methods to help build rapport with angry customers.|Moving Beyond the Issue| - use methods to transition from customer issues to solutions, given a scenario.|Lesson Overview| - recognize the critical importance of the key elements of handling customers' problems in person.|Get Off to a Good Start| - recognize appropriate ways to prepare physically and mentally for face-to-face service challenges.|Promote Understanding| - use techniques to make a customer feel understood, given a scenario.|Ask the Right Questions| - identify questions needed to gather complete information with the first contact.|Repair and Resolve| - apply principles to resolve customer issues and repair customer relationships, given a scenario.|Lesson Overview| - recommend appropriate techniques for coping with challenging customer service issues over the phone.|Customer "Hot" Buttons| - use the proper techniques to avoid triggering angry reactions from a customer in a given scenario.|Training Your Customers| - provide effective telephone assistance to four types of customers in a given scenario.|Mastering Your Mindset| - recognize techniques to maintain a high performance attitude at all times.|

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