Course Description
The customers and suppliers you need to work with effectively may be outside your company or in the next office. and you may not always see eye to eye. Even if you have strong interpersonal skills and common goals, conflict can happen. Make sure you know how find common ground, calm emotions and forge a productive path forward.
Objectives
In the Handling Difficult Customers Training course, you will learn:
· How You Perceive Difficult Customers
· The Power of a Difficult Customers
· Strategies for Dealing with Difficult Customers
· How to Communicate with Unsatisfied Clients
· Leading a Difficult Customer to a Better Outcome
Agenda
Part 1: The Difficult Customer in Your Life
Personality Profiles of Difficult People
Quickly building rapport with your customers.
Listen and acknowledge that you have heard what your customers have said.
Part 2: How You Perceive Difficult People
How You Contribute to the Problem
Create a sense of trust and goodwill with your customers
Reset customer expectations.
The Right Attitude Starts with You
Part 3: The Power of a Difficult Person
Degrees of Difficulty
Favorite Difficult Person
First Response
Getting Past the First Response
Part 4: Making a Plan and Finding the Words
Strategies for Dealing with Different Types
Communication skills for unreasonable customers.
Choosing customer-centric language.
Part 5: Leading a Difficult Customer to a Better Outcome
The LEAD Model; Listen; Explore; Attend
Deliver a Solution
Being the Difficult Person
How to better manage service-related stress.