Handling Escalation And Managing Difficult Customers
Handling Escalation And Managing Difficult Customers
Course Duration: 2 DaysCourse Objectives
At the end of this learning workshop, participants should be able to:
- Improve their customer service skills
- Use some of the techniques learnt to achieve excellence in customer service
- Work on improving their relationships with other employees
- Understand their customer needs and expectations
- Understand effective ways to handle customers' complaints
- Improve their problem solving skills
- Understand the important roles they play in their respective organizations
Key Content
Module 1: Customer Service Philosophy
- Three great ways to satisfy customers
- Who does it involve?
- The great poem of customer service
Module 2: Understanding Customer Needs & Expectation
- Who are your customers?
- The customer - supplier chain in your organization
- How do you rate your current customer-supplier relationship?
Module 3: Assessing the Customer's Behavior Triggers
- What actually makes customers behave the way they do?
- 12 important needs that motivate customers
- 3 golden techniques to gauge these customer needs
Module 4: Handling Customers on the Phone
- Positive versus negative elements
- Building goodwill and trust
- The 4 step formula of telling the simple truth
Module 5: The Psychology of Complaints and Anger
- What research has proven on complaining customers
- The complaining and whining caller
- 5 types of typical complaints calls
Module 6: Handling of Complaints & Ticket/ Case Management
- 6 steps to control a complain
- Dealing with difficult siutations
- 8 rules to avoid customer service errors
- Escalation process through ticket system
- How to stop the abusive caller?
Module 7: Calming Yourself and the Customer
- 5 steps to calm yourself and the customer
- 5 forbidden points when attending to a complaint
Module 8: Problem Solving Skills
- Simple problems solving techniques
- Stimulating the mind to be creative in solving problems on the spot
Module 9: Self Assessment on Customer Service
- How well do you know your organization?
- How well do you know your role as customer service provider
Target Audience
Suitable for executives, senior executives, assistant managers, managers.Inquiry - Handling Escalation And Managing Difficult Customers