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Dealing with Difficult Customers
Dealing with Difficult Customers describes how to deal with today's savvy customers and avoid a customer service catastrophe. Taking this course will keep you aware of some of the pitfalls, show you how to calm angry customers, and resolve their complaints while keeping your cool.
The course covers such topics as
How to understand your difficult customers
Effective ways to respond to customer complaints
Methods for securing future business
After completing this course the learner will be able to
Understand difficult customers
Respond to customer complaints
Secure future business
Dealing with Difficult Customers
Description
Today's information-age customers are the most informed and demanding
shoppers ever. For a
service representative, meeting the demands of one of these savvy
customers can be a customer
service catastrophe! Taking this course will keep you aware of
some of the pitfalls, show you how to
calm angry customers, and resolve their complaints while keeping
your cool.
Audience
This course addresses the needs of supervisors, managers and service
representatives.
Prerequisites
None.
Course Duration
»
1. 5 hours
Topics Include
How to understand your difficult customers
»
Methods for understanding the customers' point of view
»
How to avoid damaging assumptions about your customers
»
The three main things customers want
»
Techniques for identifying customer concerns
Effective ways to respond to customer complaints
»
Ways to earn customers' confidence
»
How to keep your cool in the face of an angry customer
»
Skills for defusing customer anger
»
Methods for solving customers' problems
»
How to say no tactfully
»
When to terminate a customer relationship
Methods for securing future business
»
How to ensure that the problem is resolved
»
A system for preventing future problems
»
Ways to make amends for your customers' trouble
»
Techniques for maintaining customer relationships
Everything Courseware
Dealing with Difficult Customers
Objectives
After completing this course you will be able to
Understand difficult customers
»
Understand the customer's point of view
»
Identify customer's needs
Respond to customer complaints
»
Inspire customers' confidence
»
Defuse customers' anger
Secure future business
»
Ensure that the problem is resolved
»
Devise a system for preventing future problems