What you’ll learn:
Not all customers are easy to deal with; in fact some customers can be downright rude. To preserve your customer relationships, you need to know how to deal with difficult customers confidently and manage complaints effectively. This one-day workshop will teach you how to turn a bad situation into a positive one with some essential strategies and easy-to-follow tips.
Dealing with an angry customer can be daunting, but this workshop will provide you with the necessary skills to turn frowns into smiles. Learn why customers complain and how to identify customer behaviour styles. Topics include:
The process of handling complaints
Grumpy customer behavior styles
Diffusing a difficult situation using the CARP method
Customer evaluations are gold, and much more…
After, you’ll be able to…
After this encouraging workshop, you will have a better understanding of customer behaviour, and what makes a grumpy customer even grumpier. You will be able to diffuse an escalating situation, and diplomatically steer a negative conversation into a positive direction. You will know how to use feedback – good or bad – to your organisation’s advantage.
Remember that this workshop forms part of our Customer Service Master Suite, which consists of more insightful and impactful workshops to help you master customer service. If you want to be a customer service specialist, it is recommended that you follow our customer service training pathway.