Handling Challenging Customers
If your job was easy, anyone could do it! You're constantly facing challenges — in fact, that's your JOB! It is easy to work with people you like, and it is even easier to work with people who like you. But that's not always the case. Sooner or later, you'll have to deal with a difficult customer. There are some sound business reasons to become adept in handling an angry customer.
Research indicates that customers who complain are likely to continue doing business with your company if they feel that they were treated properly. So, angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition. They are customers worth saving.
This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.
Handling Challenging Customers Training Program can be offered to Corporate Clients, SMEs, Colleges and Private and Public establishments across India. All our programs are customized to suit the participants’ training needs. A detailed Training Design Document will be sent before the implementation of this training program.
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Key Learning Points:
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Use processes for resolving conflicts, handling challenging situations, and service recovery
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Take command of their emotions and attitudes
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Understand customer behavior patterns
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Gain cooperation from challenging customers
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Productively manage customer interactions
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Eliminate frustration and stress
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Ideal/Useful for:
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• Front-line executives
• Customer service executives
• Clerical staff, receptionists
• Any person who deals with customers in face-to-face situations or over the telephone and who liked to find strategies to deal with their challenging customers
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Learning Areas:
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• Identify, clarify, and resolve issues
• Effectively handle customer interactions involving call escalation and specific policies and procedures
• Understand why customers are challenging
• Recognise the importance of your role in managing challenging customers
• Identify the different personality styles and apply strategies to manage individual challenging customers
• Develop a systematic and practical process to lessen your stress levels while dealing with challenging customers
• Create a win-win situation for both customers and service giver
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Training Locations:
We have offered Corporate Training Solutions across India including cities like Bangalore, Chennai, Mumbai, New Delhi (+ Gurgaon, Ghaziabad, Faridabad and Noida), Kolkatta, Hyderabad, Trivandrum, Cochin, Coimbatore, Pondicherry (Pondy), Goa, Vijayawada, Vizag, Vishakapatnam, Rajamudry, Belgaum, Mysore, Padubidri, Mangalore, Chitradurga, Hospet, Nagarcoil, Tirunelveli, Chandigarh, Karnal, Lucknow, Meerut, Ahmadabad, Baroda, Rajkot, Pune, Lonavla, Jaipur, Dewas, Indoor, Bhopal, Bhubaneswar, Gawahati and Raipur.
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