Managing and Negotiating with Difficult Customers Professionally

NAME OF THE COURSE
Managing and Negotiating with Difficult Customers Professionally
 
CERTIFICATION
Managing and Negotiating with Difficult Customers Professionally
 
COURSE OVERVIEW
As service providers, we sometimes find ourselves facing or handling “difficult customers”. When we have to deliver “bad news”, say “no” to customers or to people in power, we’re often tempted to placate with a “yes”. It is indeed a challenge trying to balance the need to be service-oriented and the need to deliver difficult messages to our customers. This one-day course teaches service providers how to manage difficult customer situations more effectively that work towards joint problem-solving/agreement.
No one likes dealing with difficult customers – except clever companies. The reason is that difficult customers usually have a hard time getting what they want from all of the vendors they deal with. If you can master the skills from this seminar, you can convert your difficult customers one at a time into an extremely loyal customer base that returns to you every time.
 
TRAINING DURATION
Total Training Hours : 10-14 Hours
Training Duration      : 2 Days
Total Training  Days  : 1-2 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
TARGET AUDIENCE
This highly participative course is designed for anyone who has regular customer contact (face to face or over the telephone) and wants to develop their skills in delivering great customer service.
 
COURSE BENEFITS
  • Identify the causes that make people difficult
  • Manage difficult customers more professionally
  • Identify personality types and apply time tested strategies in handling them
  • Manage their negative feelings when dealing with difficult customers
  • Identify what causes customers to be demanding or difficult and the consequences
  • Recognise and manage your own responses
  • Develop strategies for managing different types of difficult customers
  • Gain confidence in handling customers appropriately
  • Develop communication skills on empathetic listening, defusing conflict/anger, speaking assertively
  • Be motivated to lead, innovate and initiate new changes to improve organizational efficiency & effectiveness
 
COURSE CONTENTS 1
  • What are some characteristics of Difficult People?
  • What are the underlying causes that make people difficult?
  • Are you ABLE?
  • What does customer service mean to me?
  • Repercussions of dissatisfied customers
  • What are the benefits of good service to you and to your organisation
  • Customer service or customer satisfaction
  • Your Personality Profile
  • How your personality affects customer satisfaction?
  • What are your strengths and weaknesses?
  • How to provide good customer care to different personalities?
  • Managing relationships
  • Recognizing your feelings: Faces
  • Your Emotional Loop
  • How to manage your feelings?
  • 5 Steps to Handling Complaints
  • What complaints do you receive?
  • Participants to apply strategies and tactics
  • Role Play Practice
  • Feedback and Critique
 
COURSE CONTENTS 2
 
The Problem Tree Activity: Defining Difficult Customers
 
  • Who is Difficult?
  • What makes your Customers Difficult?
  • Differentiating between Upset Customers and Difficult Customers
  • Understanding Different Communication Channels and Their Effect
 
  • Face-to-face Interaction
  • On the Telephone
  • Assertive Communication
 
  • Ways of relating to others: being passive, assertive and aggressive
  • The goal of Assertive Communication
  • Benefits of Assertive Communication
  • Assertive Self-Assessment
  • Types of Assertion
  • Assertive Communication Skills
  • Strategies for Handling Dissatisfaction
 
  • Understanding the nature of Customers’ Problems and Emotions
  • Managing Our Own Responses
  • Communicating confidently and calmly, under pressure and saying things in the right way
 
  • Listening and Responding with Empathy
  • Avoiding certain Triggering Words
  • Defusing Phrases & The Art of Saying No
  • Managing the Extremes
 
  • When and how to address what is unacceptable
REGISTER