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:

How to understand what customers really want.

Learn how to know why customers are upset.

How to make sure that you are ready to handle difficult encounters with customers.

The importance of establishing rapport – and how to do so effectively on the phone or in person.

How to manage your own emotions and act professionally – particularly when your “hot” buttons are pushed.

Controlling your internal attitude and mindset: A major key for effective and successful communication.

Empathy vs. sympathy: Why knowing the difference can make a difference in your level of effectiveness.

How to educate the client about the process: Why this is a critical step.

How to focus and re-focus the conversation to get the specific information you need.

Core strategies and techniques to gather information: How to use the right type of questions & which questions and words to avoid.

How to be ‘culturally competent’ when dealing with different customers.

How to use key telephone techniques.

How to listen with more than your ears.

How to minimize situations that lead to conflict.

How to build client cooperation.

How to reduce your own levels of stress, frustration, irritation or anxiety.

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