Dealing
with Difficult Customers
The
role of customer service professionals is quite complex and challenging. They
need a wide array of skill sets to competently assist customers who come from
diverse backgrounds. These customers present a wide-range of complex issues and
concerns, and display many challenging emotions, behaviors and attitudes.
While
there is no single technique that works with every customer, there are skills
that can be learned if the intake professional has a positive attitude and
practices diligently and conscientiously.
This
workshop provides tested techniques and ideas that will improve participants
ability to establish rapport, enhance communications skills, diffuse customer
anger, focus on understanding customers’ needs, stay effective and
professional, ask effective and probing questions, manage their emotions and
reduce job related stress.
Areas
covered:
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How
to understand what customers really
want.
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Learn
how to know why customers are upset.
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How
to make sure that you are ready to handle difficult encounters with
customers.
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The
importance of establishing rapport – and how to do so effectively on the
phone or in person.
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How
to manage your own emotions and act professionally – particularly when
your “hot” buttons are pushed.
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Controlling
your internal attitude and mindset: A major key for effective and successful
communication.
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Empathy
vs. sympathy: Why knowing the difference can make a difference in your level
of effectiveness.
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How
to educate the client about the process: Why this is a critical step.
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How
to focus and re-focus the conversation to get the specific information you
need.
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Core
strategies and techniques to gather information: How to use the right type
of questions & which questions and words to avoid.
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How
to be ‘culturally competent’ when dealing with different customers.
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How
to use key telephone techniques.
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How
to listen with more than your ears.
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How
to minimize situations that lead to conflict.
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How
to build client cooperation. |
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How
to reduce your own levels of stress, frustration, irritation or anxiety. |
