Customers, Confrontation and Conflict


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

Overview/Description
Is there anything that can spoil your work day more than an arrogant, unbearable, rude customer? YES! Not knowing how to handle one! It's challenging to stay service-minded when the person you are dealing with is being "difficult". This course will give you the perspective to effectively deal with customer conflict and reliable methods to deal with all types of possibly confrontational situations. You'll be able to identify elements of emotional response that interfere with good customer service. Staying cool, calm and customer-connected is an essential learning objective for this course. Develop communication skills that resolve customer complaints. Learn and differentiate the best methods to handle difficult customers in person and over the phone. By the end of this highly interactive course, you'll have the strategies necessary to restore customer confidence and move beyond the tricky issue to an even stronger relationship.

Target Audience
Front line staff, team leaders and customer service managers.

Expected Duration (hours)
5.0

Lesson Objectives

Customers, Confrontation and Conflict

  • recognise the behaviours and issues that typically trigger complaints and conflict from customers.
  • identify behaviours that cause customer confrontation.
  • identify the product-related issues that anger customers.
  • apply the steps that ensure effective follow-up on a customer complaint, given a situation.
  • recognise the value of crucial communications concepts necessary for handling customer difficulties.
  • identify techniques to listen without involvement.
  • use techniques to retrace and clarify during a given situation of confrontational exchange.
  • identify self-development methods to help build rapport with angry customers.
  • use methods to transition from customer issues to solutions, given a situation.
  • recognise the crucial importance of the key elements of handling customers' problems in person.
  • recognise appropriate ways to prepare physically and mentally for face-to-face service challenges.
  • use techniques to make a customer feel understood, given a situation.
  • identify questions needed to gather complete information with the first contact.
  • apply principles to resolve customer issues and repair customer relationships, given a situation.
  • recommend appropriate techniques for dealing with challenging customer service issues over the phone.
  • use proper techniques to avoid triggering angry reactions from a customer in a given situation.
  • provide effective telephone assistance to four types of customers in a given situation.
  • recognise techniques to maintain a high performance attitude at all times.

    • Course Number:
    cust_05_a05_bs_enin